Job Posting Title Ops Assistant Manager

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

Overview

The Operations Assistant Manager for Customer Support at RealPageis responsible forimproving agent productivity, quality, and career growth within and outside the T1 support team. This role focuses on coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.

The Assistant Manager will manage a team of Customer Support Agents atdifferent levels, handling straightforward to moderately complex issues to Platinum callclients,high touch customer care includes but not limited to weekly case reviews with client.

Ensures smooth operations for repetitive tasks and enhances customer experience at the foundational level.

Will manage at least two team leaders or CELA and/or a special project.

Responsibilities

Performance Monitoring & Coaching

• Conduct1:1 coachingsessionswithCustomer Support Specialiststo improveFirst Contact Resolution (FCR), Average Handle Time (AHT), andCustomer Experience(CX) scores

• Identifyperformance gapsthrough call/chat/casemonitoring, ticket audits, and metric trends

• Developpersonalized improvement plansfor low-performing agents andcareer growth plansfor high performers

• Leadgroup workshopson efficiency, problem-solving, and RealPage product knowledge

Data-Driven Optimization

• Track and report onT1 KPIs(AHT, FCR, CSAT, schedule adherence)

• Collaborate withWorkforce Management (WFM)to forecast staffing needs based on performance trends

• Work withCustomer Experience(CX)and TechnicalCoachtoalign coaching with evaluation criteria

• Recommendprocess improvementsto reduce escalations and improve efficiency

Onboarding & Continuous Learning

• Assistinnew hirenesting or OJTto accelerate ramp-up time

• Providerefresher trainingon high-priority issues (e.g., common OneSite errors)

• Developquick-reference guidesand micro-learning contentfor CS Specialist

Process Improvement&ManagingSpecialProject

• Identifiesrecurring patterns and suggests improvements to product functionality or workflows, bridging the gap between customers and the product team.

• Overseeand implementspecialprojectthat management may assign depending on businessneed.

Qualifications

Required

Education & Experience:

• For External Candidates:

• 3+ years in Tier 1/Tier 2 technicalsupport(SaaS, property tech, or ERP software preferred)

• Proventrack recordofcoaching/mentoringin a metrics-driven environment (e.g., QA specialist, team lead)

• Technical aptitude:

• BasicSQL/ticketing systemproficiency(e.g., Salesforce, Zendesk)

• Experience withsupport KPIs(FCR,AHT,CSAT)

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

• Proficiencyin RealPage core products (OneSite,YieldStar) or ability to rapidly learn

• Basic troubleshootingskills (SQL/log analysisis a plus)

• Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)

Coaching Skills:

• Ability to implement structured coaching frameworks

• Skill in translating metrics into actionable improvement plans

• Micro-training delivery for quick skill boosts

Soft Skills:

• High emotional intelligence for sensitive performance conversations

• Collaborative mindset to partner withTC/WFM/CXteams

• Adaptive communication (new hires vs. tenured agents)

Work Environment

• Fast-paced, customer-focused support environment.

• Hybridwork setup

• Occasional overtime or on-call support during critical periods.

• Combinationofindependent coachingandcollaboration with TC/WFM/CXteams

• Regularfeedback loopswith leadership on agent progress