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 recent industry, join our team as we help shape a brighter way forward.
Key Responsibilities
A. Daily Ticket & Backlog Operations
- Monitor the live ticket queue across GL-O-TSC, GL-O-TSC Expert, and GL-O-UAD assignment groups e
- Track and report daily On Hold ticket count, age buckets (< 7 days, 7–14 days, 14–30 days, 30+ days), and take action on any ticket exceeding its age threshold.
- Identify stale tickets (On Hold 30+ days) weekly and coordinate outreach with the assigned agent to drive resolution or escalation.
- Maintain a live backlog register tracking ticket inflow vs resolution rate by region (AP, AM, EMEA) and surface trends to the SD Manager.
B. DSAT Analysis & Quality
- Join weekly DSAT (Dissatisfied Customer) analysis call and prepare the weekly DSAT report
- Maintain a DSAT trend tracker showing agent-level and group-level controllable DSAT rates over time.
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C. Call & Ticket Audits
- Conduct weekly ticket audits: review a random sample of 10 tickets per agent and score against the audit rubric (correct priority, accurate short description, complete resolution notes, confirmation of closure with user, appropriate escalation path).
- Conduct call audits on a sample of recorded interactions, assessing soft skills, troubleshooting quality, adherence to process, and closure behaviors.
- Identify repeat patterns across audits (e.g., premature closure, deflection without troubleshooting, knowledge gaps) and recommend targeted actions.
D. Dashboard Developmen
📌 IT Operations Analyst (Bengaluru)
🏢 JLL
📍 Bengaluru