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Ops Assistant Manager at RealPage, Inc. - ApplyBlast

Ops Assistant Manager

RealPage, Inc.

4 months ago

Manila, Pasig, PH

Hybrid

Full Time

Senior

0 applicants

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About this role

An Operations Assistant Manager for Customer Support at RealPage is responsible for improving agent productivity, quality, and career growth within and outside the T1 support team through coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.

Responsibilities

Conduct 1:1 coaching sessions with Customer Support Specialists to improve FCR, AHT, and CX scores
Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence)
Assist in new hire nesting or OJT to accelerate ramp-up time
Identify performance gaps through call/chat/case monitoring, ticket audits, and metric trends
Develop personalized improvement plans for low-performing agents and career growth plans for high performers

Skills

Qualifications

3+ years in Tier 1/Tier 2 technical support (SaaS, property tech, or ERP software preferred)Proven track record of coaching/mentoring in a metrics-driven environmentBasic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)Experience with support KPIs (FCR, AHT, CSAT)

About RealPage, Inc.

realpage.com

Headquarters

Richardson, Texas, United States

Company Size

5001-10000 employees

Founded

1998

View Profile

RealPage is a provider of web-based property management software and AI-powered solutions for multifamily housing, commercial real estate, and rental property operations. Its flagship OneSite platform and related products deliver property, financial and facilities management along with document and learning management, digital disbursements, and advanced data analytics to drive efficiency and NOI growth. RealPage focuses on automation, analytics, and integrations to help owners, operators, and managers optimize leasing, accounting, maintenance, and resident services across portfolios.

About RealPage, Inc.

Headquarters

San Francisco, CA

Company Size

201-500 employees

Founded

2018

Industry

Technology

Glassdoor Rating

4.2 / 5

Leadership Team

Sarah Johnson

Chief Executive Officer

Michael Chen

Chief Technology Officer

Emily Williams

VP of Engineering

David Rodriguez

VP of Product

Jessica Thompson

Chief Financial Officer

Andrew Park

VP of Sales

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Salary

Estimated

RealPage, Inc. didn’t post a salary, so this is our estimate from similar listings.

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About RealPage, Inc.

Leadership Team

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