SUMMARY

The Experience Center Team Leader II is responsible for keeping team members motivated, managing KPIs and ensuring customers’ needs are being met. This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths as well as, monitoring call and case queues. The Team Leader II must present to upper management a regular analysis of calls received in order to help determine any changes needed in staff size and skill requirements, including staff development needs.

PRIMARY RESPONSIBILITIES

• Performs Team Leader responsibilities such as: assist in hiring, onboarding, annual goal setting, employee coaching and development, performance reviews and regular feedback.
• Monitor and maintain established productivity standards to achieve team performance goals.
• Partner with Workforce Management to analyze agent coverage and make schedule adjustments as necessary
• Handles escalated issues impacting our clients. Focuses on satisfactory resolution and relationship management using established guidelines, procedures and policies.
• Reporting known issues, participates in Network Operations Center (NOC) calls, and is responsible for communicating to internal and external clients regarding outages.
• Performs with oversight evaluations, revising, developing, and implementing policies and procedures.
• Responsible for onboarding new team members, completing all onboarding requirements and working with Global Operations resources for training.
• Helps ensure all required trainings for self and team including release, annual compliance, refreshers are completed in a timely fashion.
• Provide input on disciplinary action for direct reports in coordination with Human Resources
• Oversees recommendations made to internal departments and drives discussions on aging Experience Center cases to prioritize escalated issues for resolution.
• Partners with Account Management and participates in client calls to discuss Experience Center cases with clients on a weekly basis
• Aligns with global peers and makes educated decisions based on departmental goal and strategy
• Identifies and recommends process improvement activities.
• Complete command of the business unit on a tactical level

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 1 year of supervisory experience
• 1 year of providing superior levels of technical customer service experience via multiple channels (phone/email/text/chat)
• High School diploma or equivalent.
• Strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others
• Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
• Ability to take initiative, identifying potential problems and solutions
• Flexible, detailed, and able to successfully accept change. Ability to promote and support change.
• Must exhibit excellent leadership, communication, and interpersonal skills
• Operate during an assigned shift determined upon hire based on business need and able to work a flexible schedule, occasional overtime may be requested
• Ability to sit or stand for extended periods of time
• Minimum of 30 wpm typing skills

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• 1 year of supervisory experience within RealPage
• 3 years of RealPage Experience Center experience
• Bachelor’s degree or equivalent combination of education and experience
• Proficient in 2 or more RealPage products
• Strong technical and troubleshooting skills (PCs and Internet computing)
• Must have familiarity with Internet software, Windows operating systems, and DOS
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents
• Strong ability to prioritize tasks and switching between multiple priorities simultaneously
• Consistently demonstrates excellence in performance and behavior
• Resourceful, creative, and able to think outside the box
• Proven ability to rapidly gain product knowledge and effectively communicate it to agents
• Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group.