Team Leader I, RPCC

Overview

The Team Leader serves as a subject matter expert and is responsible in leading, developing and engagement of a team of agents for assigned product lines. They are responsible for the consistent delivery of the high quality products delivered by RealPage. Assists in managing to achieve departmental SLA’s (service level agreements), and has shared accountability to overall customer satisfaction and Quality. In order to facilitate this effort, the Team Leader will have direct responsibility for their team's daily performance, including but not limited to KPIs identified for your department. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. The Team Lead must provide an ownership of the position and be able to effectively escalate problems or issues as they arise based off of trained protocol.

Responsibilities

• Lead, coach, mentor and develop a group of teammates
• Cascade business directives related to targets, bridge plans and organizational changes
• Responsible for monitoring all team members’ performance for quality and training purposes
• Directly responsible for providing on-going training to all teammates
• Abide by and ensure compliance to all Fair Housing / HIPPA Laws
• Follow established practices, procedures and adhere to existing guidelines for leading a team
• Ensure accurate tracking and processing of time keeping and payroll
• Manage team adherence to work schedule and attendance delivery in compliance with policy
• Responsible for driving employee behavior that positively impacts the business
• Respond to team emails and follow-up with any team request or issues
• Prepare team statistics daily, weekly and monthly
• Provide additional coverage for night or weekend shifts when needed
• Assist support teams or departments with task as needed
• Responsible to drive positive employee engagement at the team level
• Reviewing Over/Under for scheduling teammates per department standards
  
  

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Previous leadership experience or Mentor capacity experience
• High School diploma or equivalent educational certification
• Working knowledge of Microsoft Office Tools (Word, Excel, Power Point, Outlook)
• Excellent oral and written communication and interpersonal communication skills
• Able to effectively communicate between customer, staff and management
• Experience in planning and organizing time and projects
• Experience and ability to resolve conflict
• Ability to develop, evaluate and motivate team members
• Ability to learn new systems or work tools and apply learning to managing a team
• Experience in dealing with competing or changing priorities
  
  

Preferred Knowledge/Skills/Abilities

• 2 years of Contact Center experience (voice or non-voice environment)
• 1 year of Contact Center leadership experience above individual contributor role
• College degree or equivalent combination of education and experience
• Experience working with both in-person and virtual teams
• Training, content development or training facilitation experience
• Quality or product evaluation or evaluator experience