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Team Management and Customer Experience Specialist

1 week ago

Cebu City, Central Visayas, Philippines RealPage, Inc. Full time
About the Role:
The Team Management and Customer Experience Specialist will be responsible for managing the Experience Center team to ensure that customer needs are met. This requires maintaining productivity standards, analyzing call queues, and providing regular updates to upper management.

Main Responsibilities:
  1. Manage the Experience Center team in achieving performance goals.
  2. Analyze agent coverage and make schedule adjustments as needed.
  3. Handle escalated customer issues and provide satisfactory resolutions.
  4. Communicate with internal and external clients regarding outages.
  5. Evaluate and implement policies and procedures.
  6. Onboard new team members and complete all onboarding requirements.
  7. Ensure required trainings are completed in a timely fashion.
  8. Participate in disciplinary actions for direct reports.

Requirements:
Knowledge/Skills/Abilities:
  1. 1 year of supervisory experience.
  2. 1 year of technical customer service experience via multiple channels.
  3. High School diploma or equivalent.
  4. Strong communication skills with the ability to coach and mentor others.
  5. Proficient in MS Office applications.
  6. Ability to take initiative and identify potential problems.
  7. Flexible and able to adapt to change.