Customer Support Operations Coach & Team Lead

RealPage, Inc.; Manila, Hinoba-an; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

RealPage, Inc. is seeking an Operations Assistant Manager for Customer Support to boost agent productivity, quality, and career growth. You will coach, analyze metrics, and optimize workflows to meet SLAs, KPIs, and customer satisfaction while reducing escalations.

You will lead a team of Customer Support Agents and at least two team leaders, drive onboarding and continuous learning, and partner with CX, WFM, and product teams to deliver improvements in a fast-paced hybrid environment.

Qualifications

• Coaching/mentoring in a metrics-driven environment (QA specialist, team lead)
• Experience with support KPIs (FCR, AHT, CSAT)
• Technical aptitude in SQL and ticketing systems (Salesforce, Zendesk)
• Proficiency with RealPage core products (OneSite, YieldStar)
• Strong coaching frameworks and micro-training delivery

Responsibilities

• Performance Monitoring & Coaching: Conduct 1:1 coaching sessions with CS Specialists to improve FCR, AHT, and 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 WFM to forecast staffing needs based on performance trends
• Work with CX and Technical Coaches to align coaching with evaluation criteria
• Recommend processes 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., OneSite errors)
• Develop quick-reference guides and micro-learning content for CS Specialists
• Process Improvement & Managing Special Projects: Identify recurring patterns and suggest improvements bridging customers and product teams
• Oversee and implement special projects as assigned

Skills

Coaching

Mentoring

QA

FCR

AHT

CSAT

CX

Data analysis

WFM

Ticketing systems

SQL

Salesforce

Zendesk

OneSite knowledge

Tools

Salesforce

Zendesk

SQL

Job description

RealPage, Inc. is seeking an Operations Assistant Manager for Customer Support to boost agent productivity, quality, and career growth. You will coach, analyze metrics, and optimize workflows to meet SLAs, KPIs, and customer satisfaction while reducing escalations.

You will lead a team of Customer Support Agents and at least two team leaders, drive onboarding and continuous learning, and partner with CX, WFM, and product teams to deliver improvements in a fast-paced hybrid environment.