Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready customers Provide high level customer satisfaction to the UKG Ready customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization Guide daily operations for the UKG Ready 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. Build trust while removing barriers to success Analyze KPIs to address trends and improve performance Ensure timely connection with all customer contacts Work with other managers to allocate resources effectively Implement creative solutions and partner with Tier 2 teams. Participating in peer collaboration to share best practices Process Improvement Identify and develop process improvement opportunities 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 Conflict resolution Ability to handle multiple tasks under stringent timelines Manage front-line Product Support team for UKG Ready Suite customers Resolve escalations urgently with effective action plans Address negative survey trends with appropriate coaching Required 12+ years of experience in payroll/SaaS management or related role Proficiency in case management systems and Microsoft Office Suite Has directly handled frontline customer support teams and skip level reports Has experience coaching and/or developing a customer support or technical support team Open to working US time zones and from the office as required Available to provide on-call coverage when needed MBA or Post Graduate equivalent. FPC or CPP equivalent industry level certification preferred
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