Job
Description
SUMMARY: Realpage Customer Support is the largest centralized leasing and maintenance phone/email/chat/technical support for the Multifamily and Senior housing industry in the US. Our India and Philippines offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners. Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, technical support etc.) We are also our partners' "first responders" regarding maintenance issues 24/7. We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients! For more information about our Global Contact Center, you may also visit: RealPage Support | Technical and Product Support Services | RealPage WHAT YOU’LL 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 SLA’s (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/ Teamleads to drive day-to-day operations in a seamless manner to ensure the group’s 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 KPI’s 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/ Teamleads 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 REQUIRED SKILLS / KNOWLEDGE / ABILITIES Software Engineering degree is preferred. 20 plus years of overall management experience, 15 plus years of experience in managing international voice/Chat technical and non-technical teams of at least 100+ customer support representatives or support staff. 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, technical etc.). Technical Support expertise and any notable accomplishments in a customer/client service/customer support environment. Preferrable knowledge in MYSQL, HTML, API Calling, MS Excel, Power BI). 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
