Summary
The Supervisor, Product Support is the tactical supervisor for all floor operations, conducting and overseeing all processes and workflow in the day-to-day Support operations. The Supervisor's primary responsibilities are to guide agents, oversee functions such as KPIs (Key Performance Indicators) and quality, ensure the team meets or exceeds daily metrics, and provide first-class service to RealPage clients.
The Supervisor, Product Support must be a resource for all representatives to draw upon; however, the Supervisor will act as a secondary resource to provide reliable phone support to all RealPage customers. The Supervisor must listen, problem-solve, and handle the stress of dealing with upset customers, agents, and other office personnel while maintaining a professional and enthusiastic attitude.
Primary Responsibilities
- Responsibilities for this position include but are not limited to the following:
- Coach and provide constructive feedback to product support agents (via monitoring and/or in-cube coaching).
- Address performance concerns/issues of individual agents.
- Perform one-on-one meetings with each support agent to review and discuss performance and coaching results.
- Act as a secondary resource for all product support agents.
- Interface with other internal departments and provide quick, reliable support to them as needed.
- Assist the Manager, Product Support with the coordination of training and staffing needs for the department, taking into account hiring policies, attrition, and product development. Train and develop new support agents on policies and procedures.
- Maintain level of general understanding in networks, regulatory agencies, informational systems and other areas as needed.
- Monitor and audit Salesforce and Purecloud systems for day to day staff activity such as scheduling, adherence, attendance, call log content, client response, service level standards, etc.
- Handle escalated client calls as needed.
- Maintain up-to-date knowledge of all government regulations and capabilities of RealPage products and services as well as being a liaison between product developers and the support group.
- Maintain an understanding of corporate operations and technology resources available within the company.
- Act as the Manager's backup for the staff when the Manager is not in the office.
- Perform general office duties at the discretion of the Manager
Required Knowledge/Skills/Abilities
- Bachelor's degree or equivalent experience in a related industry
- Prior supervisory experience preferred.
- Must exhibit excellent leadership, communication, and interpersonal skills
- Must have familiarity with Internet software, Windows operating systems, and DOS
- Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents
- Ability to multi-task and deal with a variety of unrelated issues simultaneously
- Good working knowledge of Microsoft Word, Excel, and PowerPoint for presentations and reports
- Able to effectively communicate with agents, internal departments, clients, and management
- Demonstrated ability to train and develop new and existing support agents
- Able to triage calls, rapidly aiding clients and staff as needed
- Patience and tolerance; ability to defuse tense situations
- Professional demeanor, dependable, and able to maintain confidential information
- Flexible, detailed, and able to successfully accept change
- Provide primarily in-office support of clients and support agents with some travel as needed
- Able to work extended hours when required
