Manager I - Operations (Product Support, Work Onsite)

Manager I - Operations (Product Support), Onsite

The Manager of Product Support Operations is responsible for managing the performance and development of a team of approximately 30 to 80 employees. Additionally, the 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, planning and facilitation, staffing and budget adherence projects and other responsibilities.

The Manager I will be responsible for general office duties, design and implement training procedures and coordinate with partner departments for staffing and reports as well. The role will be responsible for rendering different shifts to ensure consistent delivery of high-quality products promised by Realpage, among others.In addition, the manager is responsible for keeping team members motivated. This needs to be accomplished by fully communicating job descriptions and key tasks, performance expectations and career paths. The manager must present to upper management a regular analysis of calls and product performance in order to help determine any changes needed in staff size and skill requirements, including staff development needs. The Operations Manager I 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. The Manager may be assigned to be a Product Owner or LOB Owner specially with the multi-skilled staff within the location.

PRIMARY RESPONSIBILITIES

Duties include but are not limited to:

• 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 for individual development actions
• Develop and provide recognition programs and events to reinforce positive behaviors in a timely, professional and effective manner
• Address performance issues in a timely, professional and effective manner
• Administer policies and procedures, insure all records are complete and accurate
• Ensure all generated reports are correct and submitted in a timely manner
• Keep abreast of new developments that either directly or indirectly effect the department
• Conduct all steps of disciplinary action, including terminations (with the assistance of Human Resources)
• Assist in the interviewing, hiring and orientation of Supervisors and Associates, and other positions within Contact Center
• Coordinate and assist with ongoing training for Agents and leadership
• Motivate, encourage and provide feedback to staff and help establish career paths
• Monitor and evaluate call volume statistics to ensure service levels attained
• Analyze daily, weekly and monthly reports to current status and recommend future workforce management
• Serve as internal project lead and anticipate in cross-functional project work and decision management
• Promote relationships with other departments and sales offices by maintaining consistent concise communication
• Assist in the planning and budget process to provide for an effective and efficient operation
• Serve as central resource for procedural questions from all staff
• Exercise positive and cooperative behavior that promotes teamwork
• Promote customer satisfaction through the thorough resolution of escalated customer issues
• Respond to customer inquiries
• Knowledge regarding company policies and procedures
• Maintain up-to-date position plans on a regular basis for staff
• Write and recommend to Director new policies and procedures as needed

REQUIRED KNWOLEDGE/SKILLS/ABILITIES

• Minimum of 5 years of leadership experience; with atleast minimum of 3 years’ experience in a call center environment
• College degree preferred; equivalent experience may be considered
• Demonstrated ability to develop staff, accurately evaluate performance and motivate teams to achieve performance goals
• Demonstrated effectiveness in strategic planning, ability to execute on tactical initiatives, attention to detail and time management
• Strong verbal and written communication skills
• Strong working knowledge of Word, Excel, Outlook and the Internet Explorer
• Demonstrated effectiveness in communicating between clients, staff and management
• Resolution oriented and demonstrates personal initiative to exceed performance targets
• Experience building an inside sales team is preferred
• 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
• Ability to work discretely with confidential information
• Demonstrated ability to change direction and reprioritize tasks
• Ability to work overtime when needed
• May require occasional weekend and holiday period work

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Working under stressful conditions / pressure
• Quality Orientation
• Strong interactive, planning, and time management skills
• Results Driven and Process Oriented
• Team Development, Experience in building strong teams. A strong ability to develop, evaluate, and motivate team members.
• Performance Management
• Impact and Influence
• Initiative and Self-Esteem
• Coaching and Developing Strength

Change Management

• Conflict Management and Issue Resolution

OTHER RELEVANT SKILLS

• Administration
• Decision Making
• Flexibility
• Teamwork
• Excellent Verbal and Written Communications
• Methodical Planning
• Strategic Planning
• Keen eye on detail
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