ABOUT THE TEAM

RealPage Product Support is the largest centralized leasing and maintenance phone/email/chat support for the Multifamily and Senior housing industry in the US. Our India and Philippines' offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners. Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, etc.) We are also our partners' "first responders" regarding maintenance issues 24/7. We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients!

The Senior Manager, Tier 1 Support is accountable for leading and managing direct operational staff in service of the achievement of key operational goals and continued improvement of processes. The role will be accountable for the overall performance (KPIs) and culture of our Tier I Support team and provide best in class service to RealPage clients by managing all operational matters, performance and improving efficiencies. The Supervisor must listen, problem-solve, and handle the stress of dealing with upset customers, agents, and other office personnel while always maintaining a professional and enthusiastic attitude.

WHAT YOU’LL DO

The Senior Manager plays an integral role in leading the Tier 1 Support in achieving strategic performance initiatives by taking action and exercising strong leadership judgement and decision-making skills to ensure that the department goals are met/exceeded. This role will report to the Director, Product Support in India.

PRIMARY RESPONSIBILITIES

• Serve as internal Support Project Leader and participates cross-functional project work and decision management.
• Hold team leads to account for critical process metric delivery and active coaching of front-line staff.
• Manage and develop teams of individual contributors and supervisors in roles with moderate work complexity and risk in the operations functional area.
• Work with more experienced management to develop and execute business strategies.
• Identify and recommend opportunities for process improvement and risk control development within the operations functional area.
• Develop and implement business unit strategies.
• Provide expertise for technical, operational and processing functions related to business unit.
• Determine appropriate strategy and actions of Operation management functional team to meet moderate to high-risk deliverables.
• Interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility across business lines or functional areas.
• Collaborate and influence all levels of professionals including more experienced managers.
• Lead team to achieve objectives.
• Engage and influence stakeholders, internal partners and peers associated with the function or affected by its outcomes.
• Manage allocation of people and financial resources for Operations
• Develop and guide a culture of talent development to meet business objectives and strategy.

REQUIRED SKILLS / KNOWLEDGE / ABILITIES

• Bachelor's degree in business, Management, or related field.
• 10 to 12 years of experience managing international voice/Chat technical and non-technical teams of at least 100+ customer support representatives or operational staff.
• 5 to 8 years of Operations Management experience.
• Customer Service experience and notable accomplishments in a customer/client service/customer support environment.
• Strong knowledge of robust technology in a multi-channel customer support operation (i.e., voice, email, web, chat, etc.).
• Proven track record in Operations role, including the ability to improve processes, workflows, deliver substantial savings and achievement of operational targets.
• Highly motivated and committed individual to meet department and corporate objectives.
• Constant drive to improve company performance and results.
• Must thrive in fast paced environment contributing to positive culture.
• Data driven/analytical orientation.
• Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills.
• Demonstrable experience in driving results and management of teams to improve and exceed expectations.
• Must exhibit excellent leadership, communication, and interpersonal skills

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• 4+ years of technical support executive and / or customer service experience with technical academic background
• Tech or any graduate equivalent degree with Sql certification and experience
• Ability to troubleshoot issues during a live interaction with customer
• Experience in housing industry, property management or real estate
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP