Found Description
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 Resolut...