Manager

This role 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.

Job Description: Associate Manager- Dayforce Application Support

About Ceridian:

Ceridian is a global Human Capital Management technology company and strategic HCM partner serving over 25 million users in more than 50 countries. Our solutions include the award winning Dayforce HCM, Dayforce Global Solutions, Small Business Payroll, LifeWorks Employee Assistance & Wellness, and TeamRelate Assessment & Coaching Tools. We look for fun, intelligent, team players who believe in our values: customer focus, transparency, diligence, optimism, and agility!

About Dayforce: Dayforce, the innovator in Workforce Management enables organizations to integrate corporate performance objectives into the planning, scheduling, and management of their workforce for optimal performance and profitability. Dayforce’s enterprise solutions are delivered on-demand and with latest generation technologies resulting in faster deployments, lower costs, a superior user experience, and a return on investment that is delivered more quickly and more sustainably. 

About the Position:The Manager- Dayforce Application Support 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.

ESSENTIAL FUNCTIONS

·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

EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS

·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

Preferred Qualifications

·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.