Ops Assistant Manager

The Operations Assistant Manager for Customer Support at RealPageis responsible forimproving 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 atdifferent levels handling straightforward to moderately complex issues to Platinum callclientshigh 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.

Performance Monitoring & Coaching

• Conduct1:1 coachingsessionswithCustomer Support Specialiststo improveFirst Contact Resolution (FCR) Average Handle Time (AHT) andCustomer Experience(CX) scores

• Identifyperformance gapsthrough call/chat/casemonitoring 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 withCustomer Experience(CX)and TechnicalCoachtoalign coaching with evaluation criteria

• Recommendprocess improvementsto reduce escalations and improve efficiency

Onboarding & Continuous Learning

• Assistinnew hirenesting or OJTto accelerate ramp-up time

• Providerefresher trainingon high-priority issues (e.g. common OneSite errors)

• Developquick-reference guidesand micro-learning contentfor CS Specialist

Process Improvement&ManagingSpecialProject

• Identifiesrecurring patterns and suggests improvements to product functionality or workflows bridging the gap between customers and the product team.

• Overseeand implementspecialprojectthat management may assign depending on businessneed.

Education & Experience:

• For External Candidates:

• 3 years in Tier 1/Tier 2 technicalsupport(SaaS property tech or ERP software preferred)

• Proventrack recordofcoaching/mentoringin a metrics-driven environment (e.g. QA specialist team lead)

• Technical aptitude:

• BasicSQL/ticketing systemproficiency(e.g. Salesforce Zendesk)

• Experience withsupport KPIs(FCRAHTCSAT)

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

• Proficiencyin RealPage core products (OneSiteYieldStar) or ability to rapidly learn

• Basic troubleshootingskills (SQL/log analysisis 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 withTC/WFM/CXteams

• Adaptive communication (new hires vs. tenured agents)

Work Environment

• Fast-paced customer-focused support environment.

• Hybridwork setup

• Occasional overtime or on-call support during critical periods.

• Combinationofindependent coachingandcollaboration with TC/WFM/CXteams

• Regularfeedback loopswith leadership on agent progress