JLL
SME-Telephony&Reporting
Neural analysis suggests this role is
optimal for Mid+ candidates.
“SME - Telephony & Reporting at JLL. Skills: Telephony System Management, Reporting and Data Analysis, Vendor Management, Stakeholder Communication. Install, configure, and maintain telephony systems including PBX, VoIP, SIP trunks, and unified communications platforms. Provide first and second-level support for voice communication issues, troubleshoot call quality problems, and resolve connectivity issues”
What You'll Achieve.
Track KPIs and metrics to measure business performance and operational efficiency
Industry & Context.
Excellent critical thinking skills to help solve business problems and make decisions.
Willingness to work on shifting/rotating schedules.
What They're Looking For.
Must Have
Excellent verbal and written English communication skills., Advanced proficiency in computer functions within MS Office Suite, administrative skills in organization and time management, Good reporting, analytics, and presentation skills, Willingness to work on shifting/rotating schedules., background in Microsoft Excel pivot tables, graphs, and charts., Excellent critical thinking skills to help solve business problems and make decisions.
Nice to Have
Experience in supporting Global Region services is an advantage., Bachelor’s degree preferred., Knowledge in SQL and other reporting platforms is a plus, Knowledge in telephony system structure, preferably Genesys system, call flow, IVR system, and other telephony platforms and applications.
What You'll Do.
and maintain telephony systems including PBX
and unified communications platforms
Provide first and second-level support for voice communication issues
troubleshoot call quality problems
and resolve connectivity issues
Monitor telephony network performance
conduct regular system health checks
and perform preventive maintenance
and call routing configurations
Integrate telephony systems with CRM platforms
contact center solutions
and other business applications
Maintain system documentation
and document troubleshooting procedures
Coordinate with telephony vendors and service providers for support
and new implementations
Ensure telephony systems meet security standards and regulatory requirements
Provide end-user training on telephony features and best practices
and interpret business data to identify trends
Create comprehensive reports
and visualizations using tools like Excel
Track KPIs and metrics to measure business performance and operational efficiency
and consistency across reporting systems
Present findings and recommendations to management and cross-functional teams
Identify opportunities to streamline reporting processes and enhance data collection methods
maintain data repositories
and ensure proper data governance
Develop and maintain automated reporting solutions to improve efficiency
Respond to special data requests and conduct deep-dive analyses for specific business questions
Maintain report documentation
and analytical methodologies
How You'll Work.
Team & Collaboration
Present findings and recommendations to management and cross-functional teams
Communication Scope
Excellent verbal and written English communication skills.; Good reporting, analytics, and presentation skills
Full Job Description
**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, phon
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