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

Conduct1:1 coaching sessions with Customer Support Specialists to improveFirst Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience ( CX ) scores
Identify performance gapsthrough call/chat /case monitoring, ticket audits, and metric trends
Developpersonalized improvement plansfor low-performing agents andcareer growth plansfor high performers
Leadgroup workshopson efficiency, problem-solving, and RealPage product knowledge

Data-Driven Optimization

Track and report onT1 KPIs(AHT, FCR, CSAT, schedule adherence)
Collaborate withWorkforce Management (WFM)to forecast staffing needs based on performance trends
Work with Customer Experience ( CX ) and Technical Coach to align coaching with evaluation criteria
Recommendprocess improvementsto reduce escalations and improve efficiency

Onboarding & Continuous Learning

Assist innew hire nesting or OJT to accelerate ramp-up time
Providerefresher trainingon high-priority issues (e.g., common OneSite errors)
Developquick-reference guidesand 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