Product Support Manager

1 week ago


Weston, Florida, United States UKG (Ultimate Kronos Group) Full time
About the Role

We are seeking a highly skilled Product Support Manager to join our team at UKG (Ultimate Kronos Group). As a Product Support Manager, you will be responsible for leading a team of Product Support Representatives who provide exceptional customer service to our UKG Pro and WFM customers.

Key Responsibilities:

  • Manage a team of Product Support Representatives to ensure high-level customer satisfaction and confidence in UKG's corporate service organization.
  • Guide daily operations for the UKG Pro and WFM Support Team, including analyzing metrics, staffing shifts, meetings, and training.
  • Manage and facilitate satisfactory resolutions to customer service issues by identifying call escalations, reacting with a sense of urgency, and utilizing resources effectively.
  • Build and maintain trust with employees, delegating with purpose, and working with them to understand obstacles and barriers they experience every day.
  • Collaborate with a team of managers to drive the success of the organization by ensuring the right resources are allocated to address customer needs.
  • Coach for peak performance, hold the team to high standards, and look for opportunities for employees to expand and grow their skill sets and experiences.

Requirements:

  • 2-5+ years' experience coaching and/or developing a customer support or technical support team.
  • 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 and using data to make decisions.
  • Experience with preparing and writing demonstrations, policies, training, and procedures.

About UKG

UKG is on the cusp of something truly special. We are a leading provider of workforce management and human capital management solutions, with a global presence and a commitment to innovation and customer satisfaction. We are proud to be an equal opportunity employer and are committed to maintaining a diverse and inclusive work environment.



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