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Customer Care Delivery Manager - Prime Team

General information

Location:

Paris - Paris - France

Function:

Customer/Technical Support

Ref #:

20210019717

Description & Requirements

Description

The Customer Care Delivery Manager will be in charge of managing all external tickets and phone support, delivering a high satisfaction to the customers.



The team composed of Support Agents will handle tickets through internal tools (Zendesk and Jira) and phone calls. The Prime Customer Care Delivery Manager will organize, process and animate this team to propose our customers a delightful experience.



This office-based (Paris) people manager role will report to the Senior Customer Care Delivery Manager, France.



Competencies required:



Team management

Strong oral and written communications. Fluency in English is a must

Excellent client presentation skills

Technical skills for understanding PeopleDoc solutions (solution architecture, database and security, SaaS solutions)

Strong understanding of HR daily challenges

Flexibility, versatility and responsiveness

Sense of organization, attentiveness, dialogue, discipline and adaptability









People Management Responsibilities:



● Provide vision on where the team is going. Ask for their input on the vision and the necessary steps to get there.

● When hiring, prepare a detailed JD and success measures for the open positions in your team.

● Prepare an individualized onboarding plan to welcome the new employee into the organization.

● Mentor employees providing feedback on a regular basis. Address any performance issues straight away to ensure employees are aware of issues and have the chance to improve.

● Focus on the development of each and every team member individually

● Ensure that each team member is aware of the fundamentals: company guidelines, job expectations, their goals and any other aspects that are important to you and to their success at PeopleDoc.

● Administrate and supervises the phone CRM system

● Review and improve the team execution as needed to ensure that the team is organized in an optimal way to deliver its goals.

● Be aware of your own and team’s energy level. Adjust as needed to ensure you and the team are motivated and/or investigate the reason for the decrease of motivation in team (or one team member). Proactive address issue until it is solved.

● Seek feedback on a regular basis on how you are doing as a manager. It helps you improve and provide the chance to employees to provide you with their observations.

● Act as PeopleDoc leader and advocate within broader employee population





General Management Accountabilities:



● Team Budget Responsibility

● Vacation and time off

● Ensure team coverage

● Salary & Compensation planning and discussion

● Performance and Development Conversations and Plan

● Onboarding/Offboarding

● Team Building Activities

● Providing Ongoing Feedback

Qualifications

Education:

Master degree



Experience:

Ideally 2+ people management experience

4+ years of experience in managing B2B support teams

Expertise on PeopleDoc products would be an advantage



What does success look like for this role?



(how it has to be done - the HOW)

● Manage Customer Support function, Incoming support tickets and Phone Calls, escalations

● Maintain high (>95%) CSAT on B2B support tickets surveys.

● Maintain high (>85%) CSAT on B2C support tickets surveys.

● Bring a first answer compliant with our B2B SLA

● Bring a first answer within 1 business day for B2C tickets

● Review ticket support process and identify challenges and improvement opportunities.

● Maintain Zendesk knowledge base and internal care knowledge base up to date

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered 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. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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