What this job involves:

As the Call Center Analyst, you'll provide critical analytical and reporting support to optimize call center operations and drive data-informed decision-making. This role focuses on monitoring performance metrics, analyzing call data, identifying trends, and delivering actionable insights that enhance service delivery, efficiency, and customer experience. You'll work closely with the Call Center Manager and leadership team to track key performance indicators (KPIs), develop performance dashboards, and provide regular reporting on call volume, service level agreement (SLA) adherence, quality metrics, and operational trends. Your analysis will support workforce planning, process improvement initiatives, and strategic decision-making while ensuring the team maintains high standards of service delivery. This position requires strong analytical skills, attention to detail, and the ability to translate complex data into clear, actionable recommendations. The ideal candidate brings experience with call center metrics and reporting tools, proficiency in data analysis and visualization, and the ability to communicate insights effectively to stakeholders at all levels while supporting continuous improvement in a fast-paced environment.

What your day-to-day will look like:

• Monitor and analyze call center performance metrics including call volume, SLA adherence, average handle time, abandonment rates, and quality scores to identify trends and opportunities for improvement

• Develop and maintain performance dashboards and reports that provide real-time visibility into call center operations, using tools such as Excel, PowerBI, Tableau, or similar platforms

• Track service level agreement (SLA) compliance against the 60-second answer target, analyzing patterns in missed targets and identifying root causes and corrective actions

• Conduct workforce analysis to support scheduling and staffing decisions, forecasting call volume patterns and recommending coverage adjustments based on historical data and anticipated demand

• Analyze call routing patterns and outcomes to ensure callers are being directed to appropriate resources efficiently and identify opportunities to streamline routing protocols

• Generate regular performance reports for leadership review, presenting key metrics, trends, and insights with clear narrative that supports strategic decision-making

• Conduct quality assurance analysis by reviewing call recordings and documentation to assess adherence to procedures, identify training needs, and support continuous quality improvement

• Collaborate with the Call Center Manager to establish performance benchmarks, track progress against goals, and develop action plans to address performance gaps

• Support special projects and initiatives by providing data analysis, impact assessment, and reporting to inform project planning and measure outcomes

• Identify process improvement opportunities through data analysis, recommending changes to workflows, procedures, or technology that enhance efficiency and service quality

• Maintain data integrity by ensuring accurate data collection, validation, and documentation across all reporting systems and platforms

• Respond to ad-hoc reporting requests from leadership and stakeholders, providing timely analysis and insights to support operational decisions.

Required Qualifications:

• 2–4 years of experience in call center analytics, workforce management, quality assurance, or related analytical roles with demonstrated ability to work with performance metrics and reporting systems

• Strong proficiency in Microsoft Excel including advanced functions (pivot tables, VLOOKUP, formulas, data visualization) with ability to manipulate and analyze large datasets

• Experience with call center metrics and KPIs including service level agreements, average handle time, call volume forecasting, abandonment rates, and quality metrics

• Analytical mindset with ability to identify trends, draw insights from data, and translate findings into clear, actionable recommendations for operational improvement

• Excellent written and verbal communication skills in both English and Spanish with ability to present complex data and analysis clearly to both technical and non-technical audiences

• Strong attention to detail and organizational skills with ability to manage multiple reporting deliverables and meet deadlines consistently

• Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow) and call center platforms, including extracting and analyzing data from these systems

• Ability to work independently and proactively identify opportunities for analysis without requiring constant direction

• Professional work habits including reliability, accountability, and ability to handle sensitive performance data with discretion

• Flexibility to work varied schedules that adjust seasonally based on US Daylight Saving Time changes (see Work Schedule below)

• Bachelor's degree in business, analytics, mathematics, statistics, or related field (or equivalent practical experience).

Preferred Qualifications:

• Experience with data visualization and business intelligence tools such as PowerBI, Tableau, Qlik, or similar platforms

• Familiarity with workforce management systems or call center analytics platforms that support forecasting, scheduling, and real-time monitoring

• Experience in property management, facilities services, or commercial real estate call center environments with understanding of industry-specific metrics

• Knowledge of quality assurance methodologies and experience conducting call monitoring and scoring

• Experience supporting process improvement initiatives using data analysis, including Lean, Six Sigma, or similar methodologies

• SQL or database query skills that enable direct data extraction and custom reporting

• Certification in call center analytics, workforce management, or related areas (e.g., ICMI, COPC)

• Experience creating automated reports or dashboards that reduce manual reporting effort and provide real-time insights

• Understanding of contact center technology including IVR systems, automatic call distributors (ACD), and call recording platforms.

Work Schedule:

This position supports US Pacific Time business hours (7:30 AM – 6:00 PM Pacific). Because Costa Rica does not observe Daylight Saving Time, your local work schedule will shift twice per year:

When US is on Pacific Standard Time (PST) – November through March:

• Costa Rica local hours: 9:30 AM – 8:00 PM CST

When US is on Pacific Daylight Time (PDT) – March through November:

• Costa Rica local hours: 8:30 AM – 7:00 PM CST

You must be available to work within these shifting schedule parameters and adjust your personal schedule accordingly when US Daylight Saving Time changes occur.

Location: Calle Blancos, San José, Costa Rica – On-site, 5 days per week

Additional 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.