Team Leader
3 weeks ago
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 Technical Support team in India communicate with customers via chat inquiries requiring assistance with RealPage software products. The Team Leader will assist the chat agents, who handle customer inquiries to answer technical questions to support a specific solution. The team will possess a deep understanding of the innerworkings of the product, perform technical analysis and communicate solutions to the customers, and findings to the Product Support or Product Engineering teams. This position will report to the Senior Manager.
WHAT YOU'LL DO
The Team Lead I in the Product Support is responsible for leading a Team of 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 Team Lead I 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 Team Lead I 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
Lead, coach, mentor and develop a group of teammates Cascade business directives related to targets, bridge plans and organizational changes Responsible for monitoring all team members' performance for quality and training purposes Directly responsible for providing on-going training to all teammates Abide by and ensure compliance to all Fair Housing / HIPPA Laws Follow established practices, procedures and adhere to existing guidelines for leading a team Ensure accurate tracking and processing of time keeping and payroll Manage team adherence to work schedule and attendance delivery in compliance with policy Responsible for driving employee behavior that positively impacts the business Respond to team emails and follow-up with any team request or issues Prepare team statistics daily, weekly and monthly Provide additional coverage for night or weekend shifts when needed Assist support teams or departments with task as needed Responsible to drive positive employee engagement at the team level Reviewing Over/Under for scheduling teammates per department standardsREQUIRED KNOWLEDGE/SKILLS/ABILITIES
Overall 7+ years of experience with 2+ years of experience in people management role. College degree or equivalent educational certification Working knowledge of Microsoft Office Tools (Word, Excel, Power Point, Outlook) Basic to Intermediate knowledge in Sql and Api calling, technical trouble shooting 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 Willing to work in US work hours, flexible weekend schedules, on call for long hours as needed Have experience in handling difficult conversations, managing time, ability to work under critical timelines as needed.PREFERRED KNOWLEDGE/SKILLS/ABILITIES
2 years of experience in international contact center/frontline support/technical support. 2+ years in a non-voice / digital solutions channels management / supervisory experience is preferred. 1 year of Contact Center leadership experience above individual contributor role 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-
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