Team Leader IV, RPCC

6 days ago

Manila, National Capital Region, Philippines RealPage Inc Full time ₱120,000 - ₱180,000 per year

Overview:

The Assistant Operations Manager (CX AOM) serves on a company's leadership team to oversee the performance, efficiencies and satisfaction of employees. They assist the Operations Manager in managing the team, analyzing the company's organizational process and find ways to enhance employees' work quality and productivity such as daily operations, including staffing, scheduling, and resource allocation.

Responsibilities:

  • Must advocate for exceptional customer experience, by removing identified roadblocks that hinder a seamless end to end customer journey

  • Assist Operations Manager in overall performance to ensure maintenance of established service levels and adherence to scorecard ratings.

  • Deep dive analysis on escalations related to customer/client queries, requests, complaints and recommend resolution within the acceptable customer experience standard.

  • Collaborate with Customer Experience Team Leaders from planning to execution of operational improvements suggestions.

  • Plan, Coordinate, Develop and Administer program for the assigned RealPage product / services.

  • Aids in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

Qualifications:

Required

Education & Experience:

  • Bachelor's degree
  • Minimum 3-year experience as Senior Team Leader or Supervisor (External), 2 years (Internal)
  • "Big Picture" thinking to address top level concerns.
  • Must be detail oriented and have strong project management skills needing minimal supervision.
  • Exhibits professional demeanor, is accountable, accurate, customer responsive and advocate

  • Comfortable with legal and regulatory processes to ensure company compliance

  • Technologically proficient, working knowledge of Microsoft Office Suite including Outlook, Excel, and Word, and proprietary company systems

  • Familiarity or knowledge on the following tools is a plus: Salesforce, Smartsheet
  • Data processing skills which involve collecting, analyzing, and interpreting data to inform operational decisions.
  • Assist Operations Manager in identifying and performing Risk analysis and mitigation.
  • Intermediate Level: Reporting, Presenting, Data Analysis and Project Management

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