Senior Director - Product/Customer Support

Job Description

WHAT YOULL DO: The Senior Director in the Product/Customer Support is responsible for leading a Team of Managers, Assistant Manager, leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e., Leasing, Maintenance, Single Family, among others); and/or Contact Types assigned (i.e., Email, Chat, Voice, Technical etc.); ensuring consistent delivery of the high-quality products delivered by RealPage. The tasks include but are not limited to assisting the Manager with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLAs (service level agreements), and has shared accountability. Senior Director will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily/weekly/monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews. The Senior Director will also play an active role in ensuring that department goals are being met or exceeded. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. Must provide ownership of the position and be able to effectively escalate problems or issues as they arise based off trained protocol. PRIMARY RESPONSIBILITIES: Performance: Collaborate with Managers/ Asst Manager/ Team leads to drive day-to-day operations in a seamless manner to ensure the groups deliverables are met Validate the process efficiency ideas within the group and shortlist the potential ideas for implementation by partnering with the manager Assist the team to complete the project and involve in cross-functional projects as needed Analyze and Derive insights from the reports and assist the managers Partners with the manager to prepare the goals relevant to the process and in line with the business KPIs Maintain seamless communication with the stakeholders Process : Oversee initiatives for multiple BUs/products, taking end to end ownership regarding piloting and stabilizing new products, onboard, train and set to high performance of all new hires. Leading Support transformation initiatives, driving global projects with minimum or no dependency. Monitors and directs the team regarding escalation management of backlog to ensure team can meet SLS standards. Coordinate with the Managers/ Asst Manager/ Team leads and handle the leave management for the team effectively ensuring right staffing Conduct annual performance reviews for the team members and work towards consolidation of performance ratings at team level Evaluate team members performance and initiate PIP as required along with providing support. Analyze the volume trends and provide inputs to the manager People: Managing a team of 150+ employees group. Conduct formal and informal connects to build strong working relationships with the Team Leads and team members to retain the talent. Driving Participation of the teams in engagement surveys and conduct collaboration activities Drive the completion of assigned courses and nominate team members for Instructor Led Trainings Validate the nominations and provide recommendations related to Rewards and Recognition Participate in the hiring process