Call Center Manager

JLL empowers you to shape a brighter way. Our people at JLL 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. What this job involves:As the Call Center Manager, you'll lead a call center team of four agents serving as the first point of contact for callers in our San José, Costa Rica office. This is a working manager role for an experienced call center professional who can balance hands-on call handling with team leadership. You will spend a significant portion of your time answering calls alongside your team, assessing caller needs, verifying identities, and routing requests appropriately—while also coaching your team, serving as the escalation point for complex situations, and ensuring operational standards are met. Your team is responsible for answering calls within a 60-second service level agreement, assessing caller needs, and determining the appropriate response path. As the team transitions to this new location with new staff, you will play a key role in establishing operations and building team capability. This role requires strong operational expertise, excellent communication skills in both English and Spanish, and the leadership presence to coach, develop, and hold your team accountable while maintaining your own call handling responsibilities. The ideal candidate brings proven call center experience, hands-on supervisory skills, and the ability to remain composed under pressure while delivering exceptional customer service.What your day-to-day will look like:Handle inbound calls within the 60-second SLA, performing all the same responsibilities as your agents including assessing caller needs, verifying caller identity using internal verification tools and protocols, connecting callers to appropriate departments, and searching internal systems to locate and email contacts for building-specific requestsLead and coach a team of four call center agents, providing training on call handling procedures, internal systems, and quality standards, and conducting regular feedback sessions to support their development and performance improvementServe as the escalation point for complex situations, handling calls that agents cannot resolve independently and making decisions on issues that require additional authority or judgment while maintaining composureMonitor team performance and call center operations, ensuring the 60-second SLA is met, tracking quality metrics, managing schedules, and adjusting workflows as needed to maintain operational efficiencyMaintain operational processes and standards, including call handling procedures, documentation requirements, and quality expectations for the team while ensuring consistency across all interactionsGenerate reports on call center performance, tracking metrics such as SLA adherence, call volume, and quality indicators, and presenting findings to management with actionable insightsEstablish operations for the new location and new staff, building team capability through effective onboarding, training, and continuous development while creating a positive team cultureEnsure accurate documentation of all calls and interactions, maintaining detailed records that support follow-up and quality assurance processesManage team schedules and coverage to ensure adequate staffing during all operational hours while balancing workload distributionConduct performance evaluations and provide constructive feedback that supports team member growth and aligns with organizational standards.Required Qualifications:3–5 years of call center experience, including at least 1–2 years in a supervisory or team lead capacity, with a track record of meeting service level agreements while handling calls and managing team performanceDemonstrated ability to balance hands-on operational work with people management, including coaching team members, conducting performance evaluations, and making time-sensitive decisions while maintaining your own call handling responsibilitiesStrong problem-solving and decision-making skills, with the ability to quickly assess situations, determine appropriate courses of action, and provide clear guidance to your teamExcellent verbal and written communication skills in both English and Spanish, with the ability to communicate effectively with callers and clearly articulate expectations to your teamExperience with call center technology, including phone systems, CRM platforms, and internal databases with ability to quickly learn new systemsStrong organizational skills and attention to detail, with the ability to manage multiple priorities and ensure accurate documentation across all team activitiesProfessional demeanor and ability to remain composed under pressure, maintaining high service standards even during high-volume periods or challenging interactionsBachelor's degree or equivalent practical experience demonstrating relevant expertise and professional developmentProven ability to train and develop team members, providing clear guidance and constructive feedback that drives performance improvementExperience establishing or improving call center operations, processes, and quality standards.Preferred Qualifications:Experience in property management, facilities management, or commercial real estate services with understanding of building operations and tenant/occupant needsExperience onboarding or training new call center teams, particularly in startup or transition environmentsCertification in customer service management or call center operations (e.g., ICMI, COPC) demonstrating formal training in industry best practicesFamiliarity with Salesforce, ServiceNow, or similar CRM/ticketing platforms used for case management and documentationExperience working in bilingual call center environments serving diverse customer populationsTrack record of meeting or exceeding SLA targets while maintaining high quality standards and customer satisfaction scoresExperience with workforce management tools and reporting platforms that support performance tracking and analysisKnowledge of quality assurance methodologies and call monitoring practices that drive continuous improvement.Location: Calle Blancos, San José, Costa Rica – On-site, 5 days per weekAdditional Requirements: Must comply with Amazon's return to office policy of being in the office 5 days a week.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!At JLL, we are collectively shaping a brighter way — for our clients, ourselves, and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.JLL is an Equal Opportunity Employer committed to diversity and inclusion.Location: On-site –San Jose,CRIJob Tags:GREFIf 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!At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.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 may email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a View email address on click.appcast.io. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.SummaryLocation: San Jose,CRIType: Full time