Associate Mgr. Product Support

As a Product Support Manager at our company, you will be responsible for managing a team of highly engaged individuals who provide front line Product Support to our UKG Pro customers. Your primary goal will be to ensure high levels of customer satisfaction among the UKG Pro and WFM customer base, instilling confidence in UKG's corporate service organization for current and future customer needs. Key Responsibilities: - Guide daily operations for the UKG Pro and WFM Support Team, including analyzing metrics, staffing shifts, conducting meetings, and providing training - Manage and facilitate satisfactory resolutions to customer service issues by identifying call escalations, reacting with urgency, formulating action plans, and utilizing resources effectively - Build and maintain trust within the team while delegating tasks purposefully, working with employees to minimize obstacles and identify tools for successful job performance - Collaborate with other managers to allocate resources effectively to address customer needs and drive organizational success - Coach team members for peak performance, hold them to high standards, understand their interests and aspirations, and support their career growth - Offer and implement creative solutions within product support, collaborating effectively with other departments - Measure Product Support Representative productivity, monitor work progress, demonstrate competency in time management, and make data-driven decisions - Participate in the interview and hiring process, and be part of on-call/after-hour rotations to provide occasional after-hours support Qualifications Required: - 8+ years of work experience, including 3+ years of people management experience - Experience in HR, Payroll, Time and Labor, and/or HCM domains - Strong leadership, teamwork, influencing, mentoring, and coaching skills - Excellent customer service skills and dedication - Strong sense of urgency in decision-making processes - Experience with reporting, data analysis, preparing demonstrations, policies, training, and procedures - Conflict resolution skills - Ability to handle multiple tasks under stringent timelines - Bachelor's degree in Business, Accounting, Commerce, Computer Science, or related field, or equivalent work experience Join us in this challenging and rewarding role, where you will have the opportunity to lead a dynamic team, drive customer satisfaction, and contribute to the success of our organization. As a Product Support Manager at our company, you will be responsible for managing a team of highly engaged individuals who provide front line Product Support to our UKG Pro customers. Your primary goal will be to ensure high levels of customer satisfaction among the UKG Pro and WFM customer base, instilling confidence in UKG's corporate service organization for current and future customer needs. Key Responsibilities: - Guide daily operations for the UKG Pro and WFM Support Team, including analyzing metrics, staffing shifts, conducting meetings, and providing training - Manage and facilitate satisfactory resolutions to customer service issues by identifying call escalations, reacting with urgency, formulating action plans, and utilizing resources effectively - Build and maintain trust within the team while delegating tasks purposefully, working with employees to minimize obstacles and identify tools for successful job performance - Collaborate with other managers to allocate resources effectively to address customer needs and drive organizational success - Coach team members for peak performance, hold them to high standards, understand their interests and aspirations, and support their career growth - Offer and implement creative solutions within product support, collaborating effectively with other departments - Measure Product Support Representative productivity, monitor work progress, demonstrate competency in time management, and make data-driven decisions - Participate in the interview and hiring process, and be part of on-call/after-hour rotations to provide occasional after-hours support Qualifications Required: - 8+ years of work experience, including 3+ years of people management experience - Experience in HR, Payroll, Time and Labor, and/or HCM domains - Strong leadership, teamwork, influencing, mentoring, and coaching skills - Excellent customer service skills and dedication - Strong sense of urgency in decision-making processes - Experience with reporting, data analysis, preparing demonstrations, policies, training, and procedures - Conflict resolution skills - Ability to handle multiple tasks under stringent timelines - Bachelor's degree in Business, Accounting, Commerce, Computer Science, or related field, or equivalent work experience Join us in this challenging and rewarding role, where you will have the opportunity to lead a dynamic team, drive customer satisfaction, and contribute to the success of our organization.