RealPage

Engagement Manager I

Job Locations US-TX-Richardson | US-VT-South Burlington
ID
21-11540
Category
Product Support
Position Type
Full-Time

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!


We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.


Come join a team where your work makes an impact every day!

ABOUT THE TEAM

The Global Experience Center Engagement Manager I is responsible for working with Experience Center Leadership team to create and carry out global Engagement, gamification and rewards/recognition programs for all teammates. 

WHAT YOU’LL DO

This Leader is key to our strategic focus on driving operational efficiency, providing excellent customer service, and improving employee engagement. This role will leverage gamification functionality to incentivize agents to improve their call handling efficiency and schedule adherence. This Leader will consistently work to boost performance and show value to our employees while keeping our large team across the world highly engaged and effective. The Engagement Manager is will serve as a mentor and Trainer to global Leaders and work closely with the Leadership Trainer to ensure effective adoption of programs as they are built out. In addition, the Engagement Manager assists the Global Leaders to coordinate Engagement discovery discussions, project distribution to Leaders supporting the initiatives, and provide regular updates to Leadership on upcoming events and employee feedback surrounding the programs. Engagement Management functions will drive efficiency, improved performance, and will improve employee retention rates to reduce productivity loss due to turnover.

PRIMARY RESPONSIBILITIES

  • Create and maintain gamification programs to increase call handling efficiency and schedule adherence
  • Drives engagement recommendations made to Leadership and facilitates discussions on rollout as well as best practices for engaging Process Documentation, Leadership Trainer and Global Operations.
  • Aligns with global peers and makes educated decisions based on employee feedback, departmental goals and overall strategy
  • Identifies and recommends engagement process improvement activities.
  • Performs Manager responsibilities such as: hiring, onboarding, annual goal setting, employee/Supervisor coaching and development, performance reviews and regular feedback.
  • Monitor and maintain established productivity standards to achieve team performance goals.
  • Manage day to day operations of the Global Engagement team to ensure group deliverables are met
  • Performs with oversight evaluations, revising, developing, and implementing policies and procedures.
  • Responsible for onboarding new team members, completing all onboarding requirements and working with Global Operations resources for training.
  • Helps ensure all required training for self and team including annual compliance are completed in a timely fashion.
  • Provide input on disciplinary action for direct reports in coordination with Human Resources
  • Complete command of the business unit on a tactical & strategic level
  • Create and update Management reports

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 2 years of experience within the Global Experience Center team
Page 2 of 2
• 3 years of RealPage experience
• 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)
• 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 sit or stand for extended periods of time
• Minimum of 30 wpm typing skills

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• 3 years of experience within RealPage Global Experience Center
• 5 years of RealPage experience
• Bachelor’s degree or equivalent combination of education and experience
• Must have familiarity with Internet software, Windows operating systems
• 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

WHAT WE OFFER

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

 

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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