Toronto, ON, Canada Req #7883
Thursday, February 11, 2021
Ceridian. Makes Work Life Better™
This is our promise. Not only for our customers, but our employees as well.
Do you thrive in an innovative and exciting environment that’s continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus, Transparency, Diligence, Optimism, and Agility. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person’s career journey. Ceridian employees have declared Ceridian a Great Place to Work® in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada’s Top 100 Employers for the 16th consecutive year!
Find out why Ceridian is such a great place to work.
Reporting to the Senior Director of Customer Support, our Fountain Valley team is adding a Customer Support Manager to our Dayforce Product team. A comprehensive cloud platform Dayforce combines HR, payroll, benefits, workforce management, and talent management in a single application that unifies data and real-time updates from across the entire employee lifecycle to enable better decision-making at every level.
As the new Customer Support Manager, you will motivate and manage a team of Analysts to deliver client-focused support. You will oversee the day-to-day operations of the team, uncovering and eliminating bottlenecks, and ensuring that effective processes are in place to provide consistent service quality to our customers.
This position is virtual/remote.
Who you are
You are a customer service focused professional with an analytical mindset. You want to mentor and coach a team to support clients effectively, empower them to do what it takes to exceed expectations. You excel at planning work, managing chaos, adapting rapidly, and responding to competing demands. You may be a Team Lead or a Manager in Customer Support at a software company, or you may have worked in customer service operations such as a retail store or call center manager. Either way, you are motivated by an opportunity to truly help others inspire a team, and make work life better daily and over the long term.
What’s in it for you
Leadership. A team that is approachable and listens to feedback. You will be a critical part of our people-first mission, making a measurable difference to our success and that of our clients. You will have the autonomy to set standards, improve processes, and champion customer support. Customer success and satisfaction is paramount to our growth strategy.
Teamwork. Everyone treats each other like family. Our inclusive, supportive workplace culture fosters an environment of continuous learning and collaboration. For our teams, we provide performance management and career development opportunities and a chance to blend in-office and remote working before and after the COVID-19 crisis.
Growth. Ceridian is a place you can grow your career, learn new skills, and commit to. We are a big company, and we are on a 10x trajectory as we expand globally. You will have an opportunity to expand your knowledge of our solutions, our customers, and our business, growing into an expert in the areas your team support. You will expand your people management skills, evolve into an inspiring leader, and gain access to opportunities within and outside the Support team.
Agility. No two days are the same here. With continuous innovation and iteration, dozens of new projects, and thousands of new users, you will be challenged to be creative and responsive.
Transparency. A drive for transparency and diligence guides us. You will make an impact carrying through on our commitment to clients and playing a critical role in our success and theirs.
As our new Customer Support Manager, you will:
Lead a customer support team and activities. You will oversee a group of 15 direct reports to build product knowledge, instill best practices, promote career development, and ensure high retention. You will increase employee engagement through the design and deployment of action plans.
Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.
Advocate. You will represent customer needs, solving problems, and finding new ways to add value to the client experience.
Coordinate. You will manage scheduling of the Customer Support Analysts and resources to meet service agreements for both external and internal customers.
Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization.
What you bring
The education and experience. You have a diploma or degree and several years of experience in customer service and support, including team leadership accountabilities. Ideally, you have an interest in Human Capital Management.
The natural curiosity and the drive to solve challenges. You know how to work closely with clients to understand their frustrations and you want to use new technologies to solve problems. You can rapidly come up to speed on our solutions.
The collaboration skills. You use different tools to make connections and nurture open communication. You can gain trust, influence decisions, and motivate individuals and teams.
The people focus. You are a coach and mentor, with the ability to guide your team, increasing productivity and professional satisfaction of your people. You have exposure to leading a team, guiding career decisions, and evaluating performance.
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. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.
Job Family Management Job Function Customer Service Pay Type Salary