Ops Assistant Manager

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

• Conduct 1:1 coaching sessions  with Customer Support Specialists to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience ( CX ) scores
• Identify  performance gaps through call/chat /case monitoring, ticket audits, and metric trends
• Develop personalized improvement plans for low-performing agents and career growth plans for high performers
• Lead group workshops on efficiency, problem-solving, and RealPage product knowledge

Data-Driven Optimization

• Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence)
• Collaborate with Workforce Management (WFM) to forecast staffing needs based on performance trends
• Work with  Customer Experience ( CX ) and Technical Coach  to align coaching with evaluation criteria
• Recommend process improvements to reduce escalations and improve efficiency

Onboarding & Continuous Learning

• Assist in new hire nesting or OJT  to accelerate ramp-up time
• Provide refresher training on high-priority issues (e.g., common OneSite errors)
• Develop quick-reference guides and micro-learning content for CS Specialist

Process Improvement & Managing Special Project

• Identifies recurring patterns and suggests improvements to product functionality or workflows, bridging the gap between customers and the product team.
• Oversee and implement special project that management may assign depending on business need .

Required Qualifications Education & Experience

• For External Candidates:
• 3+ years in Tier 1/Tier 2 technical support( SaaS, property tech, or ERP software preferred)
• Proven track record of  coaching/mentoring  in a metrics-driven environment (e.g., QA specialist, team lead)
• Technical aptitude:
• Basic  SQL/ticketing system proficiency  (e.g., Salesforce, Zendesk)
• Experience with  support 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 of  independent coaching  and  collaboration with T C /WFM/ CX teams
• Regular  feedback loops  with leadership on agent progress