Overview
The Manager I, Product Support is accountable for leading and managing direct Technical Product support staff in service of the achievement of key operational goals and continued improvement of processes. The role will be accountable for the overall performance (KPIs) and culture of our Tier III Support team and provide best in class service to RealPage clients by managing all operational matters, performance and improving efficiencies. The Supervisor must listen, problem-solve, and handle the stress of dealing with upset customers, agents, and other office personnel while always maintaining a professional and enthusiastic attitude.The Product Support Tier3 Manager is responsible for the direction and management of Tier3 (aka Problem Management) staff in the Hyderabad Global Center. Responsible for ensuring that Case Escalations are resolved within SLS and/or escalated for Development resolution. Shares observations and perspectives on product and process improvements to reduce case and escalation volume.
Responsibilities
Specific responsibilities include but are not limited to:
- Collaborates with the US Tier3 leaders, providing local leadership to designated members of the Hyderabad Tier3 team.
- Meets regularly with Tier3 leadership team to receive and provide feedback for opportunities to improve process and team performance.
- Leads the local Tier3 team by monitoring and coaching staff performance. As such, works to ensure each team member is engaged, growing, and taking ownership for their work.
- Looks for opportunities to provide training and cross-discipline connectedness for team members.
- Serves as escalation point for staff challenges and soliciting staff input for process improvements.
- Monitors escalation backlog to ensure team is able to meet SLS standards. Mitigates increase in backlog by redistributing escalations and even working escalations to ensure the team is meeting SLS.
- Identifies factors that may pose a risk to achieving service level agreements and finds ways to mitigate the risk.
- Manages escalation plan when objectives are not being met.
- Exercises independent judgment in managing Tier3 team performance and maintains discretion in significant matters.
- Facilitates constructive feedback loop to Product Support, Product and Engineering teams for improvements to process, product and customer experience.
- Manages a team of developer analysts who handle Tier3 escalations
- Oversees all real time and intraday activities to ensure service level agreements are being met and recommending solutions to operational issues as needed.
- Demonstrate sound judgment and fairness when administering policies and procedures.
- Builds effective working relationships across product support teams and internal departments.
Required
Qualifications
- Bachelor's degree in business, Management, or related field.
- 12 to 14 years of experience managing an international voice/Chat teams of at least 50+ customer support representatives or operational staff.
- 6+ years of Operations Management experience
Knowledge/Skills/Abilities
Required:
- Customer Service experience and notable accomplishments in a customer/client service/customer support environment.
- Strong knowledge of robust technology in a multi-channel customer support operation (i.e., voice, email, web, chat, etc.).
- Proven track record in Operations role, including the ability to improve processes, workflows, deliver substantial savings and achievement of operational targets.
- Highly motivated and committed individual to meet department and corporate objectives.
- Constant drive to improve company performance and results.
- Must thrive in fast paced environment contributing to positive culture.
- Data driven/analytical orientation.
- Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills.
- Demonstrable experience in driving results and management of teams to improve and exceed expectations.
- Must exhibit excellent leadership, communication, and interpersonal skills
- Ability to work in matrix environment and collaborate with technical support.
- Ready to work in US shift.
