Associate Mgr. Product Support

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 Pro 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 UKGs 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 customers 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:

Bachelors 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