Operations Coach & Assistant Manager - Hybrid, Data-Driven

realpage, inc.; Philippines; Hybrid; PHP 781,200 - 1,004,400; Full time

Job summary

realpage, inc. is looking for an Operations Assistant Manager for Customer Support in the Philippines. This role focuses on enhancing agent productivity and customer satisfaction while managing a team of support agents.

Key responsibilities include conducting coaching sessions, tracking performance metrics, and managing onboarding processes. The ideal candidate has 3+ years in technical support, coaching experience, and technical aptitude in support systems like Salesforce.

Qualifications

• 3+ years experience in SaaS, property tech, or ERP software support.
• Proven track record in a metrics-driven coaching environment.
• Experience with FCR, AHT, and CSAT metrics.

Responsibilities

• Conduct coaching sessions to improve performance metrics.
• Track and optimize Tier 1 KPIs for better customer service.
• Manage the onboarding process for new hires.

Skills

Coaching ability

Technical aptitude

Data analysis skills

Customer experience enhancement

Education

3+ years in Tier 1/Tier 2 technical support

Tools

SQL

Salesforce

Zendesk

Job description

realpage, inc. is looking for an Operations Assistant Manager for Customer Support in the Philippines. This role focuses on enhancing agent productivity and customer satisfaction while managing a team of support agents.

Key responsibilities include conducting coaching sessions, tracking performance metrics, and managing onboarding processes. The ideal candidate has 3+ years in technical support, coaching experience, and technical aptitude in support systems like Salesforce.