Manager I, Tier I

The Manager I, Product 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.

The 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.

Specific responsibilities include but are not limited to:

• 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:

• Bachelor's degree in business, Management, or related field.
• 12 to 14 years of experience managing an international voice/Chat teams of at least 50+ customer support representatives or operational staff.
• 6+ years of Operations Management experience

KNOWLEDGE/SKILLS/ABILITIES

Required:

• 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
• Ability to work in matrix environment and collaborate with technical support.
• Ready to work in US shift.