SUMMARY

The Team Leader II serves as a subject matter expert for a Specialty or Multi-skilled group of teammates across multiple product lines and contact types. The Team Leader II is responsible in leading, developing and engagement of direct reports. They are responsible for the consistent delivery of the high quality products delivered by RealPage. Assists in managing to achieve departmental SLA’s (service level agreements), and has shared accountability to overall customer satisfaction and Quality. In order to facilitate this effort, the Team Leader II will have direct responsibility for their team's daily performance, including but not limited to KPIs identified for your department. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. The Team Lead II must provide an ownership of the position and be able to effectively escalate problems or issues as they arise based off of trained protocol. The Team Lead II is responsible for escalation management related to product and Quality concerns.

PRIMARY RESPONSIBILITIES

Lead, coach, mentor and develop a group of Specialty or Multi-skilled teammates Responsible for escalation management related to product or Quality concerns Conduct employee performance or product level analysis to determine improvement actions Facilitate continued education or training to front line employees as business requires Cascade business directives related to targets, bridge plans and organizational changes Responsible for monitoring all team members’ performance for quality and training purposes Directly responsible for providing on-going training to all teammates Abide by and ensure compliance to all Fair Housing / HIPPA Laws Follows and recommends process improvement of established practices, procedures and guidelines Ensure accurate tracking and processing of time keeping and payroll Manage team adherence to work schedule and attendance delivery in compliance with policy Responsible for driving employee behavior that positively impacts the business Respond to team emails and follow-up with any team request or issues Prepare team statistics daily, weekly and monthly Provide additional coverage for night or weekend shifts when needed Assist support teams or departments with task as needed Responsible to drive positive employee engagement at the team level Reviewing Over/Under for scheduling teammates per department standards

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

2 years of leadership experience or Mentor capacity experience 1 year of Contact Center experience
High School diploma or equivalent educational certification Working knowledge of Microsoft Office Tools (Word, Excel, Power Point, Outlook) Intermediate computer proficiency to navigate online tools Excellent oral and written communication skills Able to effectively communicate between customer, staff and management Experience in planning and organizing time and projects Experience and ability to resolve conflict Ability to develop, evaluate and motivate team members Ability to learn new systems or work tools and apply learning to managing a team Experience in dealing with competing or changing priorities

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

2 years of Contact Center leadership experience (voice or non-voice environment) College degree or relevant experience is preferred Experience working with both in-person and virtual teams Training, content development or training facilitation experience Quality or product evaluation or evaluator experience IT or desktop support experience Data analytics background Advanced proficiency in MS Office tools (Excel, Power Point, Word, Outlook)