Mgr. Workplace Services

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.

• Team Leadership: Lead and manage a team of call support and ticketing specialists, providing guidance, coaching, and development opportunities to ensure exceptional customer experiences.
• Excellent stakeholder management.
• Customer Success Planning: Collaborate with employees to understand their goals, objectives, and pain points.
• Relationship Building: Foster strong, long-term relationships with key stakeholders to the program, serving as their primary point of contact and advocate within our organization.
• Issue Escalation and Resolution: Escalate and resolve complex customer issues, collaborating with cross-functional teams to ensure timely and satisfactory resolutions.
• Process Improvement: Continuously assess and refine concierge processes, identifying opportunities to enhance efficiency, effectiveness, and customer satisfaction.
• Reporting and Analytics: Develop and maintain reports, dashboards, and analytics to measure Connect U team performance, and success metrics.
• And any other duties as assigned

• Bachelor's or advanced degree
• 10+ years of experience within a support center, call centre or customer facing management
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Advanced data analysis skills, with experience working with data visualization tools
• Strong leadership ability. With leadership experience for 5+ years with a proven track record of developing and motivating team members
• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact with executives, customers, and stakeholders.