Mgr. Product Support

Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

The Product Support Manager for the Employee Engagement Center (EEC) is responsible for leading the day-to-day activities of the EEC and reports directly to the EEC Director. The EEC Specialists, who are responsible for employee support for our UKG Pro Managed Services Customers in Benefits, Payroll & Garnishments, will report directly to the Manager.

Primary/Essential Duties and Key Responsibilities:

• Provide daily oversight and management to the employee in the Service Center while exhibiting UKG's core cultural values and strongly focusing on each individual's success and career development while working in partnership with Talent Development to coordinate the hiring and training of new employees

• Lead day-to-day EEC operational activities to ensure customer service levels are met in a dynamic and continuously changing environment

• Drive towards process improvement in daily operations to create capacity and efficiency while creating a scalable EEC model

• Work closely with senior leadership to build out the EEC in a comprehensive manner that creates a scalable service offering to enhance the customer and employee experience

• Create call center operational strategies through data collection, needs assessment exercises, capacity planning, and cost/benefit analyses while working closely with senior leadership

• Create process controls, quality monitoring mechanisms, and standard audits that ensure the Service Center is compliant with HIPAA guidelines as related to handling Private Healthcare Information (PHI) and Private Identification Information (PII) Compliance

• Build standard reporting methodology to report out on call center performance that analyzes and summarizes trends

• Manage daily workforce management of the call center platform including skills routing, queue assignments, and call coverage during peak times

• Manage and provide direction for customer escalations related to EEC activities

• Create and manage customer-facing reporting for EEC customers to be provided on a monthly and quarterly basis

• Understand the impact of the Employee Engagement Service to the customers' overall portfolio of products and services within the Ultimate Software suite

This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US Based UKG office

Basic Qualifications:

• Proven Ability to lead and motivate large teams in a fast-paced environment

• Proficient in MS Word, MS Excel, MS PowerPoint & contact center systems

• Excellent written and verbal communication skills in order to effectively communicate with all levels of individuals in the organization to outline short term and long term strategies, impact, and risk to the business

Preferred Qualifications:

• Bachelor's Degree or equivalent experience

• HCM and/or prior customer service experience

• UKG Pro experience preferred

• Bilingual experience desired

Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

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].

USA Pay Transparency:
The pay range for this position is $78,800.00 to $113,300.00, 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