Mgr. Product Support - Late Shift
Apply NowCompany: Ultimate Software
Location: Maitland, FL 32751
Description:
General Information
Ref #:
20240039427
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Maitland - Florida - United States
Company Overview
Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG
Description & Qualifications
Description
UKG is looking for a 2nd shift Manager, Product Support to lead a team of specialists chartered with providing technical support services to our UKG customer base. You will oversee a group that provides an expert level of support in a fast paced, high-volume environment.
*This employee must be able to work 2nd shift, which is 1:00 AM to 8:00 PM EST.
**This employee must also be able to work onsite at least 3 days/week in our Maitland, Florida or Lowell, Massachusetts office**
Duties and Responsibilities:
Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.
Provide a high level of customer satisfaction to UKG customers. Keen interest and awareness to detail when responding to customer support issues. Ensure future customer satisfaction by instilling confidence 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 call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with other UKG departments in order to provide total customer satisfaction.
Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics.
Measure productivity by monitoring team member's work in progress while demonstrating competency in time management.
Identify and resolve personnel issues constructively and quickly.
Prepare and present performance reviews.
Prepare and implement enhancements within the technical support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly motivated workforce.
Participate in interviews and hiring processes.
Participate in on-call rotation as needed.
Qualifications
Basic Qualifications:
3+ years of people management experience in a customer support/technical support environment.
Previous experience managing a team of resources, located both in-office and remotely.
Preferred Qualifications:
Excellent interpersonal, motivational, and managerial skills with a staff of at least 10+ employees.
Ability to manage conflict situations constructively.
Excellent customer skills and dedication to customer service.
Professional communication skills, both written and verbal.
Exhibit leadership qualities and earn the respect this empowered position requires.
Ability to multitask and prioritize projects, time manage, and practice detail oriented organizational skills.
Extremely productive and able to complete tasks in a consistent and timely manner.
Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules.
Work well in a team environment as an equal contributor.
Demonstrated track record in identifying and deploying leading edge support solutions.
Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
Work independently without direct supervision and with minimal guidelines.
Promote customer goodwill through positive attitude, performance, and appearance.
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 Know Your Rights 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 UKGC[redacted].
Ref #:
20240039427
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Maitland - Florida - United States
Company Overview
Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG
Description & Qualifications
Description
UKG is looking for a 2nd shift Manager, Product Support to lead a team of specialists chartered with providing technical support services to our UKG customer base. You will oversee a group that provides an expert level of support in a fast paced, high-volume environment.
*This employee must be able to work 2nd shift, which is 1:00 AM to 8:00 PM EST.
**This employee must also be able to work onsite at least 3 days/week in our Maitland, Florida or Lowell, Massachusetts office**
Duties and Responsibilities:
Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.
Provide a high level of customer satisfaction to UKG customers. Keen interest and awareness to detail when responding to customer support issues. Ensure future customer satisfaction by instilling confidence 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 call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with other UKG departments in order to provide total customer satisfaction.
Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics.
Measure productivity by monitoring team member's work in progress while demonstrating competency in time management.
Identify and resolve personnel issues constructively and quickly.
Prepare and present performance reviews.
Prepare and implement enhancements within the technical support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly motivated workforce.
Participate in interviews and hiring processes.
Participate in on-call rotation as needed.
Qualifications
Basic Qualifications:
3+ years of people management experience in a customer support/technical support environment.
Previous experience managing a team of resources, located both in-office and remotely.
Preferred Qualifications:
Excellent interpersonal, motivational, and managerial skills with a staff of at least 10+ employees.
Ability to manage conflict situations constructively.
Excellent customer skills and dedication to customer service.
Professional communication skills, both written and verbal.
Exhibit leadership qualities and earn the respect this empowered position requires.
Ability to multitask and prioritize projects, time manage, and practice detail oriented organizational skills.
Extremely productive and able to complete tasks in a consistent and timely manner.
Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules.
Work well in a team environment as an equal contributor.
Demonstrated track record in identifying and deploying leading edge support solutions.
Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
Work independently without direct supervision and with minimal guidelines.
Promote customer goodwill through positive attitude, performance, and appearance.
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 Know Your Rights 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 UKGC[redacted].