Job type full-time
Full job description
Ceridian is a global leader in human capital management technologySimply put, we allow our customers to do the most complex things well (hr, payroll, benefits administration, workforce management and talent management) and do them to scale.
Makes work life better™ is our brand promise, not only to our customers, but to our employees as wellOur flagship platform, dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.
How do we make work life better?
By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: customer focus, equity, shared ambition, agility, transparency, optimism
By using modern technology, such as voice-activation with dayforce assistant and access to your money as soon as you earn it with dayforce wallet to stay in rhythm with the evolving demands of our 4 million global users
We understand that no matter where you are, choosing a new employer is always one of life’s most stressful eventsWe encourage you to check us out at ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!
Location: for this position we are open to remote work anywhere in the united states and canada within the pacific standard time zone
About the position:
The support manager will effectively motivate and manage a team of support specialists to deliver top notch client-focused supportIn addition to the delivery of day-to-day operational customer support, the support manager responsibilities include: processes and systems, client escalation and relationship managementThe support manager is promoting teamwork, empowerment and collaboration efforts, to ensure that effective operational procedures and processes are in place to enable teams to deliver consistent and quality of service to our customersThey support our application specialists by mentoring and executing on recurring support performance goals, while achieving organizational objectivesThis is an excellent opportunity to join a rapidly growing leading innovator in next-generation human capital management solutions in a challenging and rewarding roleThe ideal candidate is highly energetic, passionate about customer support, and thrives in a highly collaborative and fast paced environment.
Ensuring adherence to customer service level agreements (slas)
Provides regular and adhoc reports to senior management relative to metrics regarding work volume, service levels, quality outcomes, etc
Maintaining the highest level of customer satisfaction by developing relationships, exceeding client expectations, and proactively averting or managing escalations
Mentoring employees and establishing best practices for troubleshooting, communication and timely incident resolution
In conjunction with the manager, is responsible for the human resources management of team, which includes hiring, training, coaching, mentoring, recognition and performance management.
Determines action plans for improving and maintaining high employee engagement levels.
Investigating and implementing industry best practices and processes
Maximizing efficiency through the use of appropriate support systems and tools
Delivering high quality support collateral establishing and achieving recurring support performance goals
Continually advocating for customers and finding new ways to add value to the client experience
Bachelor`s degree in computer science, engineering, or relevant software/computer related fields
5+ years of support experience, with at least 2 years in a management or leadership role
Strong technical background with a proven ability to resolve highly complex incidents
Outstanding oral and written communication skills in english and french proven ability to motivate and manage a team
Excellent leadership, organizational, and decision-making skills
Strong familiarity with microsoft technology (.net / windows server / sql server)
Workforce management support experience c# / .net / silverlight
Ceridian is fueled by the diversity of our talented employeesWe are an equal opportunity employer and consider and embrace all individuals and what makes them uniqueWe believe our employees should be happy and healthy, with peace of mind and a sense of fulfillmentWe provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional successWe encourage all individuals to apply for positions that fit their passions.
We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contactedIf you are selected for an interview, you will be contacted by a ceridian recruiter with a @ceridian.com email directly from our organization.