Manager, Product Solutions Support

General Information

Ref #:

20230035252

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Indianapolis - Indiana - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - 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

The Manager, Product Solutions Support is expected to deliver high quality, comprehensive support to UKG Support team supporting UKG suite of products. You will manage a seasoned technical team chartered to provide personalized support services to UKG customer base. Oversee a support team that provides expert level of support for the application in a fast paced, high volume environment. Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction.

Duties and Responsibilities: • 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 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.• Ability to measure Support Engineer 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.• 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:• Excellent customer skills and dedication to customer service.• 3+ years of people management experience.• Excellent interpersonal, motivational, and managerial skills with a staff of at least 10+ employees. Ability to manage conflict situations constructively.• Professional communication skills, both written and verbal.• Exhibit leadership qualities and earn the respect this empowered position requires.• Ability to multi task 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 demonstration, proposals, policies, procedures, job descriptions, and schedules.• Work well in a team environment as an equal contributor.

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California is $75000 to $107850, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.

Information about UKG's comprehensive benefits can be reviewed on our careers site at https://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 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 [email protected].