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Associate Mgr. Product Support @ UKG

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 Associate Mgr. Product Support

Job Description


Company OverviewWith 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose " a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose " people "then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.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 areasPayroll, 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 UKG's 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 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"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 zonesPreferred 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 proceduresInterpersonal 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 orientedEducation/Certification/License:
  • Bachelor's 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
    Where we're going
    UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
    in the Application and Interview Pr**************s@***.com

    • Job Classification

    Industry: Software Product
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Customer Success
    Role: Customer Success Associate
    Employement Type: Full time

    Contact Details:

    Company: UKG
    Location(s): Pune

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    Keyskills:   customer service mentoring customer support coaching wfm project management product support product management team business development sales brand management marketing technical support computer science product management pmt troubleshooting

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    UKG

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