Performance Coach II

international-realpagepms· Product Support
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📍 Manila, Pasig, PHOTHER

About this role

Overview

The Performance Coach for Customer Support at RealPage is responsible for improving agent productivity, quality, and career growth within and outside the T1 support team. This role focuses on coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.

Responsibilities

PRIMARY RESPONSIBILITIES

 

Performance Monitoring & Coaching

 

  • Conduct 1:1 coaching sessions with Customer Support Specialists to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience (CX) scores
  • 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
  • Lead group workshops on efficiency, problem-solving, and RealPage product knowledge

 

Data-Driven Optimization

 

  • Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence)
  • Collaborate with Workforce Management (WFM) to forecast staffing needs based on performance trends
  • Work with Customer Experience (CX) and Technical Coach  to align coaching with evaluation criteria
  • Recommend process improvements to reduce escalations and improve efficiency

 

Onboarding & Continuous Learning

 

  • Assist in new hire nesting or OJT to accelerate ramp-up time
  • Provide refresher training on high-priority issues (e.g., common OneSite errors)
  • Develop quick-reference guides and micro-learning content for CS Specialist

Qualifications

QUALIFICATIONS

Required

Education & Experience:

  • For Internal Candidates:
    • 1+ years as a high-performing RealPage T1 Customer Support Specialists (meeting/exceeding KPIs)
    • Experience mentoring peers or assisting in training (even informally)
    • Certification in Learn2Lead or Lead2succeed program
    • Coaching Certification
  • For External Candidates:
  • 2+ 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 environment (e.g., QA specialist, team lead)
  • Technical aptitude:
    • Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)
    • Experience with support KPIs (FCR, AHT, CSAT)

 

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

  • Proficiency in RealPage core products (OneSite, YieldStar) or ability to rapidly learn
  • Basic troubleshooting skills (SQL/log analysis is a plus)
  • Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)

Coaching Skills:

  • Ability to implement structured coaching frameworks
  • Skill in translating metrics into actionable improvement plans
  • Micro-training delivery for quick skill boosts

Soft Skills:

  • High emotional intelligence for sensitive performance conversations
  • Collaborative mindset to partner with TC/WFM/CX teams
  • Adaptive communication (new hires vs. tenured agents)

 

Work Environment

  • Fast-paced, customer-focused support environment. 
  • Hybrid work setup
  • Occasional overtime or on-call support during critical periods.
  • Combination of independent coaching and collaboration with TC/WFM/CX teams
  • Regular feedback loops with leadership on agent progress

Frequently Asked Questions

Is the salary disclosed for the Performance Coach II position at international-realpagepms?
The salary for this Performance Coach II role at international-realpagepms is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Performance Coach II position at international-realpagepms located?
This Performance Coach II role at international-realpagepms is based in Manila, Pasig, PH. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Performance Coach II role at international-realpagepms full-time or part-time?
This is listed as a OTHER position. It is posted as a Performance Coach II role in the Product Support department at international-realpagepms.
Which team or department does the Performance Coach II at international-realpagepms belong to?
This Performance Coach II position is part of the Product Support department at international-realpagepms. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Performance Coach II position at international-realpagepms?
Click the "Apply Now" button on this page. You will be redirected to international-realpagepms's official application portal hosted on icims where you can submit your application directly.
When was the Performance Coach II job at international-realpagepms posted?
This Performance Coach II position at international-realpagepms was posted on Jul 31, 2026. Apply as soon as possible — early applications are often reviewed first.
Performance Coach II
international-realpagepms
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