Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centred cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture.
About the Team:
Come join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Ready, Pro and WFM customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.
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About the Role:
In this position, the Associate Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.
Primary/ Essential Duties and Key Responsibilities:
• Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready, Pro and WFM customers
• Provide high level customer satisfaction to the UKG Pro and WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization
• Guide daily operations for the UKG Pro and WFM Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences
• Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
• Participate in the interview and hiring process
• Participation in on-call/after hour rotations is required to provide occasional after-hours support
Qualification:
• Overall, 8+ years of work experience, with 3+ years of people management experience
• Has directly handled frontline customer support teams
• Has experience coaching and/or developing a customer support or technical support team
• Open to work in EST time zones
Preferred Qualifications/Skills:
• HR, Payroll, Time and Labor and/or HCM domain experience
• Strong leadership, teamwork, influencing, mentoring, and coaching skills
• Excellent customer skills and dedication to customer service
• Strong sense of urgency in the decision-making process when assessing problems/situations
• Experience with reporting & using data to make decisions
• Experience with preparing and writing demonstrations, policies, training, and procedures
Interpersonal Skills:
• Excellent written and verbal communication skills
• Conflict resolution
• Excellent customer service skills
• Ability to handle multiple tasks under stringent timelines
• Highly motivated and team oriented
Education/Certification/License:
• Bachelor's degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
• FPC or equivalent industry level certification preferred