Overview

The Operations Assistant Manager for Customer Support at RealPage is responsible for improving agent productivity, quality, and career growth within and outside the T1 support team. This role focuses on coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.

The Assistant Manager will manage a team of Customer Support Agents at different levels , handling straightforward to moderately complex issues to Platinum call clients, high touch customer care includes but not limited to weekly case reviews with client.

Ensures smooth operations for repetitive tasks and enhances customer experience at the foundational level.

Will manage at least two team leaders or CELA and/or a special project.

Responsibilities

Performance Monitoring & Coaching

Conduct 1:1 coaching sessions  with Customer Support Specialists to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience ( CX ) scores
Identify  performance gaps through call/chat /case monitoring, ticket audits, and metric trends
Develop personalized improvement plans for low-performing agents and career growth plans for high performers
Lead group workshops on efficiency, problem-solving, and RealPage product knowledge

Data-Driven Optimization

Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence)
Collaborate with Workforce Management (WFM) to forecast staffing needs based on performance trends
Work with  Customer Experience ( CX ) and Technical Coach  to align coaching with evaluation criteria
Recommend process improvements to reduce escalations and improve efficiency

Onboarding & Continuous Learning

Assist in new hire nesting or OJT  to accelerate ramp-up time
Provide refresher training on high-priority issues (e.g., common OneSite errors)
Develop quick-reference guides and micro-learning content for CS Specialist

Process Improvement & Managing Special Project

Identifies recurring patterns and suggests improvements to product functionality or workflows, bridging the gap between customers and the product team.
Oversee and implement special project that management may assign depending on business need .

Required

Qualifications

Education & Experience

For External Candidates:
3+ years in Tier 1/Tier 2 technical support( SaaS, property tech, or ERP software preferred)
Proven track record of  coaching/mentoring  in a metrics-driven environment (e.g., QA specialist, team lead)
Technical aptitude:
Basic  SQL/ticketing system proficiency  (e.g., Salesforce, Zendesk)
Experience with  support KPIs ( FCR, AHT, CSAT)

Knowledge/Skills/Abilities

Technical Skills:

Proficiency in RealPage core products (OneSite, YieldStar ) or ability to rapidly learn
Basic troubleshooting skills ( SQL/log analysis is a plus)
Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)

Coaching Skills

Ability to implement structured coaching frameworks
Skill in translating metrics into actionable improvement plans
Micro-training delivery for quick skill boosts

Soft Skills

High emotional intelligence for sensitive performance conversations
Collaborative mindset to partner with TC/ WFM/ CX teams
Adaptive communication (new hires vs. tenured agents)

Work Environment

Fast-paced, customer-focused support environment. 
Hybrid work setup
Occasional overtime or on-call support during critical periods.
Combination of  independent coaching  and  collaboration with T C /WFM/ CX teams
Regular  feedback loops  with leadership on agent progress

Ops Assistant Manager