SUMMARY

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! For more information about our Global Contact Center, you may also visit: RealPage Support | Technical and Product Support Services | RealPage

WHAT YOU’LL DO

The Assistant Manager in the Product Support is responsible for leading a Team of leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e., Leasing, Maintenance, Single Family, among others); and/or Contact Types assigned (i.e., Email, Chat, Voice etc.); ensuring consistent delivery of the high-quality products delivered by Realpage. The tasks include but is not limited to assisting the Manager and/or Director with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLA’s (service level agreements), and has shared accountability. The AM will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily/weekly/monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews. The AM will also play an active role in ensuring that department goals are being met or exceeded. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. Must provide an ownership of the position and be able to effectively escalate problems or issues as they arise based off of trained protocol.

PRIMARY RESPONSIBILITIES

Performance:

• Collaborate with leads/manager to drive day-to-day operations in a seamless manner to ensure the groups deliverables are met
• Validate the process efficiency ideas within the group and shortlist the potential ideas for implementation by partnering with the manager
• Assist the director/manager to complete the project and involve in cross-functional projects as needed
• Analyze and Derive insights from the reports and assist the manager
• Partners with the manager to prepare the goals relevant to the process and in line with the business KPI’s
• Maintain seamless communication with the stakeholders
• Prepare Process Documents, training plan and drive adherence of the learning Curve requirements

Process:

• Coordinate with the team leads and handle the leave management for the team effectively ensuring right staffing
• Conduct annual performance reviews for the team members and work towards consolidation of performance ratings at team level
• Evaluate TL's and team members performance and initiate PIP as required along with providing support
• Analyze the volume trends and provide inputs to the manager
• Train and Mentor the TL's (30/60/90-day plan) and Team members

People:

• Participate in the hiring process
• Conduct formal and informal connects to build strong working relationships with the Team Leads and team members to retain the talent.
• Driving Participation of the teams in engagement surveys and conduct collaboration activities
• Drive the completion of assigned courses and nominate team members for Instructor Led Trainings
• Validate the nominations and provide recommendations related to Rewards and Recognition

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Previous leadership experience or Mentor capacity experience
• College degree or equivalent educational certification
• Working knowledge of Microsoft Office Tools (Word, Excel, Power Point, Outlook)
• Excellent oral and written communication and interpersonal communication skills
• Able to effectively communicate between customer, staff and management
• Experience in planning and organizing time and projects
• Experience and ability to resolve conflict
• Ability to develop, evaluate and motivate team members
• Ability to learn new systems or work tools and apply learning to managing a team
• Experience in dealing with competing or changing priorities
• PREFERRED KNOWLEDGE/SKILLS/ABILITIES
• Overall, 10 or more years of experience working in customer service/product support teams.
• Minimum 2 years of product Support or Contact Center experience (voice or non-voice environment).
• Minimum 2+ years in a non-voice / digital solutions channels management / supervisory experience is preferred.
• Minimum 4 years of leadership experience above individual contributor role leading teams
• College degree or equivalent combination of education and experience
• Experience working with both in-person and virtual teams
• Training, content development or training facilitation experience
• Quality or product evaluation or evaluator experience