Senior Manager

ABOUT THE TEAM

RealPage Product Support is the largest centralized leasing and maintenance phone/email/chat/technical 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

The Senior Manager, Customer 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 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.

SUMMARY

The Senior Manager plays an integral role in leading the Customer Support in achieving strategic performance initiatives by acting 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.
• Oversee initiatives for multiple BUs/products, taking end to end ownership regarding piloting and stabilizing new products, onboard, train and set to high performance of all new hires.
• Leading Support transformation initiatives, driving global projects with minimum or no dependency.
• Monitors and directs the team regarding escalation management of backlog to ensure team can meet SLS standards.
• 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 Engineering, Business, Management, or related field.
• 15 plus years of experience overall management experience, 10 plus years of experience in managing international voice/Chat technical and non-technical teams of at least 40+ customer support representatives or support staff.
• 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, technical 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 decision-making using dashboards and BI tools
• Drive AI Integration and Change Management
• 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

• 2+ years of hands-on working experience as a technical support executive and / or customer service representative in international customer support/ contact center departments
• Tech or any graduate equivalent degree with SQL & DBMS certification and experience
• Ability to troubleshoot issues during a live interaction with customer
• Experience in housing industry, property management or real estate
• Experience leveraging AI in Customer/Product Support domains
• Understanding of how to use Agentic AI in Support to improve deflection and improve Agent productivity
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM,  ERP &, AI
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