Performance Coach II

ThePerformance Coachfor Customer Support at RealPage is responsible forimproving agent productivity quality and career growthwithin and outside the T1 support team. This role focuses oncoaching metric analysis and workflow optimizationto ensure agents meetSLAs KPIs and customer satisfaction goalswhile reducing unnecessary escalations.

PRIMARY RESPONSIBILITIES

Performance Monitoring & Coaching

• Conduct1:1 coaching sessionswith Customer Support Specialists to improveFirst Contact Resolution (FCR) Average Handle Time (AHT) and Customer Experience (CX) scores
• Identifyperformance 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 withCustomer 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 OJTto accelerate ramp-up time
• Providerefresher trainingon high-priority issues (e.g. common OneSite errors)
• Developquick-reference guidesand micro-learning content for CS Specialist

QUALIFICATIONS

Required

Education & Experience:

• For Internal Candidates:
• 1 years as ahigh-performing RealPage T1 Customer Support Specialists(meeting/exceeding KPIs)
• Experience mentoring peers or assisting in training (even informally)
• Certification in Learn2Lead or Lead2succeed program
• Coaching Certification

• For External Candidates:

• 2 years inTier 1/Tier 2 technical support(SaaS property tech or ERP software preferred)
• Proven track record ofcoaching/mentoringin a metrics-driven environment (e.g. QA specialist team lead)
• Technical aptitude:
  • BasicSQL/ticketing system proficiency(e.g. Salesforce Zendesk)
  • Experience withsupport 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 ofindependent coachingandcollaboration with TC/WFM/CX teams
• Regularfeedback loopswith leadership on agent progress