RealPage

Manager II

Job Locations US-CA-Irvine
ID
21-11714
Category
Operations
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!

WHAT YOU’LL DO

 

The Contact Center Manager, will be responsible for overseeing the daily US Contact Center operations for RealPage’s Insurance team consisting of 60+ Licensed Insurance Agents and Team Leads.  Daily tasks include ensuring staffing requirements are met to achieve Service Levels, motivating and coaching individual/team performance, and ensuring team members are well trained to achieve call quality and exhibit excellent customer service.

 

Additionally, the Contact Center Operations Manager serves as a key point-of-contact and lead for cross-functional project initiatives including hiring and interviewing both exempt and hourly employees, new hire and continuing education curriculum development, project planning, and other responsibilities as assigned.The manager must present to upper management a regular analysis of calls received to help determine any changes needed in staff size and skill requirements, including staff development needs.

 

The Contact Center Manager, plays an integral role in leading the team in achieving strategic performance initiatives by taking action and exercising strong leadership judgment and decision-making skills to ensure that department goals are met and exceeded.

PRIMARY RESPONSIBILITIES

  • Demonstrate leadership development by conducting weekly performance reviews and developmental coaching sessions with salaried leaders and indirect reports.
  • Develop and implement strategic team plans to consistently improve team and site performance while also collaborating on employee action plans.
  • Keep abreast of new developments that either directly or indirectly effect the department. Represent the department on task forces and cross-functional teams.
  • Develop and provide recognition programs and events to reinforce positive behaviors in a timely, professional, and effective manner. Motivate, encourage, and provide feedback to staff and help establish career paths.
  • Address performance issues in a timely, professional and effective manner. Conduct all steps of disciplinary action, including terminations (with the assistance of Human Resources).
  • Assist in the interviewing, hiring and training of new associates. Coordinate and assist with ongoing training for Agents and leadership
  • Analyze daily, weekly and monthly reports to current status and recommend future workforce management.
  • Write and recommend to Director new policies and procedures as needed
  • Promote customer satisfaction through the thorough resolution of escalated customer issues

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Property & Casualty Insurance License (must possess or obtain)
  • Demonstrated effectiveness in strategic planning, ability to execute on tactical initiatives, attention to detail and time management.
  • Ability to grasp new concepts and ability to stay current with technology advancement and industry trends.
  • Strong leadership, human resources, and project management skills, including the ability to effectively manage multiple projects simultaneously; must possess strong attention to detail
  • Proven ability to effectively communicate with diverse groups such as clients, supervisors, and teammates
  • Thorough knowledge of call center operations. Strong working knowledge of Word, Excel, Outlook and overall strong computer skills.
  • Excellent verbal and written communication skills
  • Self-motivated and goal oriented. Ability to multi-task and deal with a variety of unrelated issues at the same time.
  • Able to communicate and work with senior management and staff. Works well with both staff and management.
  • Able to triage calls, rapidly aiding customers and staff as needed
  • Patience and tolerance. Able to motivate staff and maintain a positive attitude. Sense of humor a plus.
  • Ability to speak Spanish is a plus
  • College degree or equivalent experience required

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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