Company OverviewWith 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.The UKG Employee Engagement Center is responsible for building strong working relationships with our customers by assisting their employees with their health and welfare benefits and payroll inquiries. We are looking for a Team Lead to deliver an exceptional and effortless experience to employees by building strong relationships and partnerships with their assigned clients while delivering expert solutions and support.The Team Lead has the responsibility of overseeing the day-to-day activities, mentoring people, supporting processes and technology that will improve the operational performance of the team. Must have the ability to manage difficult customers and build strong working relationships both internally and externally.Primary/Essential Duties and Key Responsibilities:
Ensure that all processes are executed appropriately and in a timely manner
Operates as the subject matter expert and provide functional direction in the all areas for issue resolution
Continuously looks for improvements in operational processes and designs and is responsible for implementing those initiatives
Optimizes the contribution of the team through coaching and mentoring
Manage effective internal/external customer relationships
Assist in the workload management and prioritization of day to day duties and projects
May assist Manager in evaluating direct reports and may review the evaluations/development plans of others
Defines standards and reusable approaches within the Services operations
Assist Manager in identifying training needs for new or existing associates
Assist Manager in ensuring coverage for Service Teams in the event of unexpected or planned absences
Provide leadership sign-off of processing and daily activities for all Service Lines
Serves as first point of escalation for all Service Line issues
Responsible for monitoring completion of requirements and accountable for compliance.
Attend and/or lead recurring service calls, business reviews and project debriefs for assigned customers
Performs other duties as assigned by manager
Ensure daily workload and commitments have been completed timely and accurately within established guidelines
Actively participate in the resolution of day-to-day issues that arise, including problems with customers, third parties, internal teams and our internal systems as needed
Develop strong relationships with peers and our internal partners.
Collaborate effectively with individuals at all organizational levels
Drive the establishment and refinement of the UKG methodology and best practices
Coordinate, deliver and participate in Team training
Team Lead’s dominant responsibilities are project management, tracking and supporting the team on key deliverables.
Basic Qualifications:
Strong background in customer service required
Experience as the subject matter expert in a role for a service provider or corporation
Ability to lead and influence team members, customers and partners without direct reporting authority
Excellent written and oral communication skills
Proficient using the Microsoft Office Suite of software to include Outlook, Word and Excel
Ability to collaborate effectively with a diversity of individuals at all organizational levels.
Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
Preferred Qualifications:
Excellent written and oral communication skills
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Acute attention to detail
Experience with UKG software strongly preferred (UKG Pro payroll and benefits)
Strong interpersonal skills
Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
Ability to analyze financial data
AA degree or comparable education and experience preferred
Where we’re goingUKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!Equal Opportunity Employer Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. View The EEO Know Your Rights poster and its supplement. View the Pay Transparency Nondiscrimination Provision. UKG participates in E-Verify. View the E-Verify posters here. Disability AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. USA Pay Transparency:The pay range for this position is $55,400.00 to $79,650.00, however, base pay offered may vary depending on skills, experience, job-related knowledge, and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.