Ceridian is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our brand promise - Makes Work Life Better - is the commitment we make to our employees, our customers and their employees, our partners, and to the communities we operate in around the world.
As the pace of change accelerates, our modern technologies help our customers adapt, evolve, and win in today's borderless, flexible, and skills-based work world.
Dayforce is Ceridian's award-winning cloud HCM platform.
Its single solution, single database, and single continuous calculation engine helps customers achieve increased efficiencies, productivity, and best-in-class compliance.
Dayforce is the people platform for the global workforce.
About the Opportunity
The Customer Support Manager will oversee day-to-day operations and personnel striving for maximum efficiency and cost-effectiveness while providing exceptional service to our customers.
The Customer Support Manager must be an organized, reliable, results-driven professional and have excellent customer service and communication skills.
The Customer Support Manager needs to have a practical mind to solve problems on the spot with an ability to see the "big picture" and make improvements.
What you'll get to do
- Ensure key client deliverables of communication and content quality, service level delivery, ultimately providing a timely and accurate quarter end and year end
- Provide support, guidance, and mentoring to further develop staff members' knowledge and productivity related to the team
- Work to standardize processes across clients to ensure service being provided is repeatable, reliable, and scalable
- Drive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality service is seen by the client
- Project management to include but not limited to new product launch, new client go live testing protocol/schedules, new feature/functionality testing and implementation.
Takes a principal role in the analysis tasks of major projects, both as an individual contributor and the team manager
- Accountable for the success of the team; ensures appropriate resource allocation, and that established performance and quality assurance goals are met.
- Responsible for recruiting, hiring, and development of staff
- Provides leadership and expertise to direct reports; ensures they are provided with the appropriate tools to successfully execute responsibilities
- Ensure all client process documentation is up-to-date, accurate, and being followed by the teams
- Work directly with other managers and teams to establish and continually improve the service.
- Participate in projects in and out of the team which advance key strategies and objectives.
Leads the development and implementation of processing controls to increase operational effectiveness
- Establishes and maintain customer relationships.
Work directly with clients and/or Customer Success Manager to meet the daily needs as well as work strategically planning future events.
Responsible for monitoring and recognizing escalations and works with the client to resolve issues, search for root cause, and implement corrective measures and process improvements
- Ensures Service Representatives demonstrate proper protocol in dealing with internal and external customers
- Oversee the performance management process for employees including goal setting, quarterly reviews and year-end assessments
- Works to develop key metrics and ensure monthly and quarterly reporting requirements are met
- Other duties and/or projects as assigned
What's in it for you
- Encouragement to be the best version of yourself at and away from work:
- YOUnity diversity and inclusion programs
- Amazing time away from work programs
- Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
- Recognition for your contributions through excellent pay, perks, and rewards
- Giving where you're living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
- Opportunities to fuel your career growth through numerous internal and external programs and events
**Skills and experience we value**:
- 3+ years Contact Center experience preferably in a large, multi-state environment in a leadership capacity
- Strong project management skills, including prioritization, planning and coordination between multiple functional project teams
- Strong organizational skills, excellent verbal and written communication skills, time management, client service and leadership qualities, with the ability to adapt to changing business priorities and operational demands
- Bilingual English/Spanish
We thank all applicants in advance for their interest in this position; however, only those selected for an interview