Manager, Product Support (Atlanta, GA ONLY)

General Information

Ref #:

20230033589

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States

Description & Qualifications

Description

The Product Support Manager - Talent supervises the daily activities of the Talent Customer Support team to ensure efficient and effective delivery of quality service to our customers via our Rapid Response phone center.

Qualified candidates are highly-motivated, with strong leadership skills, solution-driven, has a passion for driving transformation of our service delivery, and possess a drive to deliver a high standard of service to our customers on our new messaging support channel. A general knowledge of payroll and human resource concepts and regulations along with a knowledge of UKG Pro HCM product and/or contact center platforms would be a plus. You will be measured on customer satisfaction. This position reports to the Sr. Manager of Customer Success, Product Support.

Requirements:• Lead the team supporting the Contact Center channel for all Talent products which include Recruiting, Onboarding, and Performance Management• Monitor and recommend changes when necessary and assist in implementation of new processes with internal teams• Responsible for coaching and developing a team of Contact Center Support Specialists who are responsible for achieving high customer satisfaction• Promote Contact Center customer service best practices and optimization, and develop a successful business relationship with operations and programs teams• Possess broad experiences in handling difficult or sensitive situations in a professional, timely, and thorough manner

Qualifications

Basic Qualifications:• Minimum of 3 years of experience as a leader/manager in a Customer Support environment required

Preferred Qualifications:• Minimum of 3 years of Human Resources or Payroll experience• High volume contact center experience supervising an employee-base working in a fast-paced environment • Working knowledge of UKG Pro applications

Ability to interface effectively with other internal UKG teams• Demonstrate leadership, decision-making and team building skills• Demonstrate strong oral, written and verbal communication skills• Demonstrate strong presentation skills• Demonstrate problem-solving, negotiation/influence skills, handling difficult and/or escalated situations• Outstanding organizational, problem solving, and communication skills

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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

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.

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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].