Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

• Lead day-to-day EEC operational activities to ensure customer service levels are met in a dynamic and continuously changing environment
• Drive towards process improvement in daily operations to create capacity and efficiency while creating a scalable EEC model
• Work closely with senior leadership to build out the EEC in a comprehensive manner that creates a scalable service offering to enhance the customer and employee experience
• Create call center operational strategies through data collection, needs assessment exercises, capacity planning, and cost/benefit analyses while working closely with senior leadership
• Create process controls, quality monitoring mechanisms, and standard audits that ensure the Service Center is compliant
• Build standard reporting methodology to report out on call center performance that analyzes and summarizes trends
• Manage daily workforce management of the call center platform including skills routing, queue assignments, and call coverage during peak times
• Manage and provide direction for customer escalations related to EEC activities
• Create and manage customer-facing reporting for EEC customers to be provided on a monthly and quarterly basis
• Understand the impact of the Employee Engagement Service to the customers' overall portfolio of products and services within the UKG suite

• Bachelor's Degree or equivalent experience
• Proficient in MS Word, MS Excel, MS PowerPoint & contact center systems
• Excellent written and verbal communication skills in order to effectively communicate with all levels of individuals in the organization to outline short- and long-term strategies, impacts, and risks to the business
• HCM and/or prior customer service experience

• Garnishments, benefits administration or payroll experience preferred
• Bilingual experience desired
• Ability to lead and motivate teams in a fast-paced environment while ensuring a People First approach is at the forefront of all decisions affecting the team
• Skilled in motivating people around a common goal and creating team excitement
• Advanced conflict resolution skills
• Self-motivated, adapt to changing priorities, meet deadlines and work well under pressure
• Strong analytical and problem-solving skills with an ability to move quickly and effectively in an ever-changing, high volume environment
• Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions.