SUMMARY  

The Experience Center Team Leader IV is responsible for keeping team members motivated, managing KPIs and ensuring customers’ needs are being met.  This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths as well as, monitoring call and case queues.  The Team Leader IV must present to upper management a regular analysis of cases received to help determine any changes needed in staff size and skill requirements, including staff development needs.  Additionally, the Team Leader III may have other Team Leaders reporting to them.  This will require regular leadership coaching and assisting in agent performance improvement. The Team Leader III is required to attend and regularly present at Business Reviews and Townhall meetings.

PRIMARY RESPONSIBILITIES

Performs Team Leader responsibilities such as: assist in hiring, onboarding, annual goal setting, employee coaching and development, performance reviews and regular feedback. Monitor and maintain established productivity standards to achieve team performance goals. Partner with Workforce Management to analyze agent coverage and make schedule adjustments as necessary Manages escalated issues impacting our clients. Provides regular updates and phone calls to customer and executive leadership. Focuses on satisfactory resolution and relationship management using established guidelines, procedures, and policies. Reporting known issues, participates in Network Operations Center (NOC) calls, and is responsible for communicating to internal and external clients regarding outages. Performs with oversight evaluations, revising, developing, and implementing policies and procedures.  Responsible for onboarding new team members – including new Team Leaders - completing all onboarding requirements and working with Global Operations resources for training.  Helps ensure all required trainings for self and team including release, annual compliance, refreshers are completed in a timely fashion. Provide input on disciplinary action for direct reports in coordination with Human Resources Oversees recommendations made to internal departments and drives discussions on aging Customer Support cases to prioritize escalated issues for resolution. Partners with Account Management and participates in client calls to discuss Customer Support cases with clients on a weekly basis. Aligns with global peers and makes educated decisions based on departmental goal and strategy. Identifies and recommends process improvement activities. Complete command of the business unit on a tactical level.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

2 years of RealPage supervisory experience 1 year of providing superior levels of technical customer service experience via multiple channels (phone/email/text/chat) High School diploma or equivalent. Strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel). Skilled at creating presentations and/or dashboards to reflect teams’ performance. Ability to take initiative, identifying potential problems and solutions Flexible, detailed, and able to successfully accept change. Ability to promote and support change. Must exhibit excellent leadership, communication, and interpersonal skills Operate during an assigned shift determined upon hire based on business need and able to work a flexible schedule, occasional overtime may be requested. Ability to work “on-call” to cover after-hours emergency support for Platinum customers. Ability to sit or stand for extended periods of time. Minimum of 30 wpm typing skills

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Minimum of 2 years of supervisory experience within RealPage 3 years of RealPage Customer Support experience Bachelor’s degree or equivalent combination of education and experience Proficient in 2 or more RealPage products Strong technical and troubleshooting skills (PCs and Internet computing) Must have familiarity with Internet software, Windows operating systems, and DOS Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents Strong ability to prioritize tasks and switching between multiple priorities simultaneously Consistently demonstrates excellence in performance and behavior Resourceful, creative, and able to think outside the box Proven ability to rapidly gain product knowledge and effectively communicate it to agents Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group.