Job
Description
Role Overview: You will be joining a talented, energetic, and innovative team as an Associate Manager of Product Support at UKG. Your primary responsibility will be to manage a team providing front line product support to UKG Ready, Pro, and WFM customers. You will oversee daily operations, analyze metrics, guide staff, and ensure high levels of customer satisfaction. Key Responsibilities: - Manage a team of highly engaged individuals to provide front line product support to UKG Ready, Pro, and WFM customers - Ensure high level customer satisfaction by guiding daily operations, analyzing metrics, and staffing shifts effectively - Facilitate resolutions to customer service issues by identifying escalations, reacting with urgency, and formulating action plans - Build trust with your team, delegate tasks effectively, and work towards minimizing obstacles for successful job performance - Collaborate with other managers to allocate resources effectively and ensure customer needs are addressed - Coach team members for peak performance, set high standards, and identify opportunities for skill growth - Offer creative solutions within product support and collaborate effectively with other departments - Monitor productivity of Product Support Representatives and demonstrate competency in time management - Participate in the interview and hiring process - Provide occasional after-hours support as part of on-call rotations Qualifications: - Overall, 8+ years of work experience with 3+ years of people management experience - Direct experience managing frontline customer support teams - Coaching experience with customer support or technical support teams - Willingness to work in EST time zones Preferred Qualifications/Skills: - Strong leadership, teamwork, influencing, mentoring, and coaching skills - Excellent customer service skills and dedication to customer satisfaction - Sense of urgency in decision-making and problem-solving - Experience with data-driven decision-making and reporting - Ability to prepare demonstrations, policies, training, and procedures Interpersonal Skills: - Excellent written and verbal communication skills - Conflict resolution abilities - Strong customer service skills - Capability to handle multiple tasks under tight timelines - Highly motivated and team-oriented Education/Certification/License: - Bachelor's degree in Business, Accounting, Commerce, Computer Science, or related field preferred - FPC or equivalent industry certification preferred Note: The job description does not contain any additional details about the company. Role Overview: You will be joining a talented, energetic, and innovative team as an Associate Manager of Product Support at UKG. Your primary responsibility will be to manage a team providing front line product support to UKG Ready, Pro, and WFM customers. You will oversee daily operations, analyze metrics, guide staff, and ensure high levels of customer satisfaction. Key Responsibilities: - Manage a team of highly engaged individuals to provide front line product support to UKG Ready, Pro, and WFM customers - Ensure high level customer satisfaction by guiding daily operations, analyzing metrics, and staffing shifts effectively - Facilitate resolutions to customer service issues by identifying escalations, reacting with urgency, and formulating action plans - Build trust with your team, delegate tasks effectively, and work towards minimizing obstacles for successful job performance - Collaborate with other managers to allocate resources effectively and ensure customer needs are addressed - Coach team members for peak performance, set high standards, and identify opportunities for skill growth - Offer creative solutions within product support and collaborate effectively with other departments - Monitor productivity of Product Support Representatives and demonstrate competency in time management - Participate in the interview and hiring process - Provide occasional after-hours support as part of on-call rotations Qualifications: - Overall, 8+ years of work experience with 3+ years of people management experience - Direct experience managing frontline customer support teams - Coaching experience with customer support or technical support teams - Willingness to work in EST time zones Preferred Qualifications/Skills: - Strong leadership, teamwork, influencing, mentoring, and coaching skills - Excellent customer service skills and dedication to customer satisfaction - Sense of urgency in decision-making and problem-solving - Experience with data-driven decision-making and reporting - Ability to prepare demonstrations, policies, training, and procedures Interpersonal Skills: - Excellent written and verbal communication skills - Conflict resolution abilities - Strong customer service skills - Capability to handle multiple tasks under tight timelines - Highly motivated and team-oriented Education/Certification/License: - Bachelor's degree in Business, Accounting, Co
