Manager, Contact Center Performance - Jones Lang LaSalle Incorporated

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Location:Must be located in the Pittsburgh, PA region working a HYBRID work schedule.

We are seeking a highly motivated and experienced Manager, Contact Center Performance to drive the performance and productivity of our call center operations. The successful candidate will be responsible for driving excellence in contact center metrics, including service level, customer satisfaction, average handle time, quality assurance and employee productivity.

This role requires strong analytical skills, exceptional training and coaching abilities, and a passion for delivering outstanding customer experiences. The Manager, Contact Center Performance will work closely with call center agents, team leaders, and senior management to optimize call center efficiency and ensure customer satisfaction goals are met.

Responsibilities

• Partner with contact center leaders to implement performance management strategies to drive improved contact center performance and achieve business goals.
• Monitor call center metrics and key performance indicators (KPIs) to identify areas for improvement and develop action plans to address performance gaps.
• Support a team of call center agents and team leaders, providing ongoing coaching and feedback to drive performance and enhance customer interactions.
• Conduct quality assurance evaluations by monitoring and reviewing recorded calls, auditing offline tasks,  identifying strengths and areas for improvement, and providing constructive feedback to agents and contact center leaders.
• Serve as a subject matter expert on all standard operating procedures in the contact center environment.
• Create and implement training and development programs to enhance agent skills and knowledge, ensuring compliance with company policies and procedures.
• Collaborate with cross-functional teams to identify process improvements, technology enhancements, and training needs that will contribute to contact center efficiency and customer satisfaction.
• Prepare and present reports on contact center performance, including trends, insights, and recommendations, to senior management.
• Stay up-to-date with industry best practices, new technologies, and emerging trends in call center management and customer service.
• Manage a library of governance documentation, including standard operating procedures and playbook material for the team.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field, or a minimum of 5 years of contact center or BPO experience in lieu of degree (Preferred)
• Must be located in the Pittsburgh, PA region and be capable of working in a hybrid (office / home office) capacity. Minimum expectation is 1 day per week onsite, with situational business need occasionally requiring multiple consecutive days onsite for training and initiative implementation.
• Proven track record of driving contact center performance improvements, meeting or exceeding KPIs.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior management.
• Proficient in contact center software and technologies, such as call monitoring and workforce management tools.
• Solid understanding of contact center metrics, service level agreements, and customer experience requirements.

Location:

On-site –Pittsburgh, PA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you maycontact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Uspage > I want to work for JLL.

Accepting applications on an ongoing basis until candidate identified.