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Product Support Center Manager

General information

Location:

Lowell - Massachusetts - USA

Function:

Customer/Technical Support

Ref #:

20210017845

Description & Requirements

Description

Description:
Looking for an up-and-coming Manager candidate to manage a customer support team chartered with providing a world class customer experience to UKG's customer-base. This team provides frontline customer service for our support organization in a fast paced, high volume environment. Management of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.

This person will:
- Manage a team of customer service associates.
- Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.
- Deliver regular feedback and coaching to your team to accomplish the following:
- Provide high level customer satisfaction to UKG customers.
- Keen interest and awareness to detail when responding to customer support issues.
- Ensure future customer satisfaction by instilling confidence in UKG's support organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance.
- Manage and facilitate satisfactory resolutions to customer's service issues by identifying and managing escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Interface effectively with other Kronos departments to provide total customer satisfaction.
- Utilize reporting and develop action plans to manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics.
- Ability to measure associate productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Identify and resolve personnel issues constructively and quickly. Prepare and present performance reviews for assigned direct reports.
- Prepare and implement enhancements within the support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly engaged and motivated workforce.
- Participate in interviews and hiring processes.
- Participate and manage Service Team projects.

Position Hours: Monday thru Friday 8am-5pm. The Service Team works 24x7 and occasionally there could be a need to take a call from an employee outside standard work hours.

Qualifications

Qualifications:
- 1 to 3 years of Supervisory or Team Lead experience in a support organization is required.
- Uses good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
- Demonstrable dedication to customer service.
- Professional communication skills, both written and verbal.
- Exhibits leadership qualities and earn the respect this empowered position requires.
- Ability to multitask and prioritize projects, time manage, and practice detail-oriented organizational skills.
- Works well in a team environment as an equal contributor, while promoting customer goodwill through positive attitude, performance, and professional demeanor.

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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