Job title: (MAU) Manager Customer Support Mau
Job description: (MAU) Manager Customer Support Mau
Mauritius Req #16783
Tuesday, August 15, 2023
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 Position:
The Manager is responsible for leading, guiding and coaching members of the support team while maintaining a customer oriented and high performance culture among the staff. This role requires a broad skill set with an emphasis on customer service, interpersonal skills, and technical support best practices. This role also has a strong sense of ownership, an unwavering desire to both share and expand their technical knowledge, and a passion for providing world-class customer service. Leading by example, the Application Support Team Lead is composed when under pressure and thrives in a dynamic and fast-paced environment.
·Being a customer ambassador who is passionate about creating amazing experiences for the associates and customers
·Provides assistance to the team in the resolution of customer issues through coaching and development
·Ensures the team leverages best-in-class tools and training to provide support to customers
·Proactively monitors support activity and follows up to ensure service levels and objectives are met
·Drives process improvements and develops strategies to continually enhance the quality and efficiency of the team
·Prioritizes and manages customer escalations by engaging with customers directly and ensuring appropriate follow up and resolution
·Works closely with clients to follow up on feedback provided through NPS (Net Promoter Score) surveys
·Partners closely with peers and other internal teams, ensuring a customer focused view is taken at all times
·Promote high levels of engagement by working closely with associates
·Identify training needs of the team and provide relevant coaching
·Lead the recruitment of best-suited candidates
·Work closely with stakeholders to build strong rapport and relationship
·Drive quality and productivity benchmarks through structured methodologies involving the right set of metrics
·Conduct structured and timely career pathing conversations with associates
·Bachelor’s Degree in Computer Science, Engineering or relevant software/computer related fields
·Minimum of 2 years proven experience in a Team Leader role
·Excellent verbal and written communication skills with a strong customer orientation, inspiring confidence while leading customers through the steps to resolve complex issues
·Excellent customer service skills and a proven ability to provide coaching/training
·Strong ability to encourage, motivate and provide recognition to team members
·Ability to support on-call after hours
·Experience supporting HCM applications an asset
WORKING ENVIRONMENT & PHYSICAL DEMANDS
·Must be able to work in an environment of very tight deadlines and strict requirements for quality
·May be required to adjust beyond normal working hours to respond to business needs
·May be exposed to behaviorally difficult customers on an occasional basis, requirement to adjust work priorities and having to deal occasionally with unexpected deadlines.
Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We 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 success. We 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 contacted.
Beware of fraudulent recruiting activity! If you are contacted by a Ceridian Recruiter or other Ceridian employee, you will be provided with an @ceridian.com email. If you are contacted by someone who uses any other email domain, despite their use of our company logo or company name in their social media handle/profile, the contact could be fraudulent. Please also note, Ceridian will not request or send money and/or a check at any time during the recruiting or hiring process, ask you to order any equipment or supplies, or ask for any sensitive personal data, such as National ID numbers, via email or phone. Sensitive personal data is only collected post-hire, via new hire forms directly in Dayforce. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Ceridian employee, please refer to our fraudulent recruiting statement found here: https://www.ceridian.com/company/corporate/be-aware-recruiting-fraud.
Date posted: Thu, 17 Aug 2023 07:30:57 GMT