SME - Telephony & Reporting

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.

 

How we support the Whole You:  

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

 

What this job involves:

Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.

 

Key responsibilities may include, but are not limited to:

 

• System Management: Install, configure, and maintain telephony systems including PBX, VoIP, SIP trunks, and unified communications platforms

• Technical Support: Provide first and second-level support for voice communication issues, troubleshoot call quality problems, and resolve connectivity issues

• Infrastructure Maintenance: Monitor telephony network performance, conduct regular system health checks, and perform preventive maintenance

• User Administration: Manage user accounts, phone extensions, voicemail systems, and call routing configurations

• Integration Support: Integrate telephony systems with CRM platforms, contact center solutions, and other business applications

• Documentation: Maintain system documentation, create user guides, and document troubleshooting procedures

• Vendor Management: Coordinate with telephony vendors and service providers for support, upgrades, and new implementations

• Security Compliance: Ensure telephony systems meet security standards and regulatory requirements

• Training: Provide end-user training on telephony features and best practices

• Data Analysis: Collect, analyze, and interpret business data to identify trends, patterns, and insights

• Report Development: Create comprehensive reports, dashboards, and visualizations using tools like Excel, Power BI, Tableau, or SQL

• Performance Monitoring: Track KPIs and metrics to measure business performance and operational efficiency

• Data Quality Management: Ensure data accuracy, completeness, and consistency across reporting systems

• Stakeholder Communication: Present findings and recommendations to management and cross-functional teams

• Process Improvement: Identify opportunities to streamline reporting processes and enhance data collection methods

• Database Management: Query databases, maintain data repositories, and ensure proper data governance

• Automated Reporting: Develop and maintain automated reporting solutions to improve efficiency

• Ad-hoc Analysis: Respond to special data requests and conduct deep-dive analyses for specific business questions

• Documentation: Maintain report documentation, data dictionaries, and analytical methodologies

Sounds like you? To apply, you need to have:

Skill and Experience Qualifications:

• Excellent verbal and written English communication skills.

• Advanced proficiency in computer functions within MS Office Suite

• Strong administrative skills in organization and time management

• Good reporting, analytics, and presentation skills

• Willingness to work on shifting/rotating schedules.

• Experience in supporting Global Region services is an advantage.

• Bachelor’s degree preferred.

• Strong background in Microsoft Excel pivot tables, graphs, and charts.

• Knowledge in SQL and other reporting platforms is a plus

• Excellent critical thinking skills to help solve business problems and make decisions.

• Knowledge in telephony system structure, preferably Genesys system, call flow, IVR system, and other telephony platforms and applications.

 

Location:

–Taguig, Philippines

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

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

JLL Privacy Notice

Jones 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.

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

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 contact us at Accommodation Requests. 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.

Location:

On-site –Taguig, Philippines

If this job description resonates with you, we encourage you to apply even if you don’t meet all of 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 Notice

Jones 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 HRSCLeaves@jll.com. 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.