Manager Customer Support

Dayforce 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 award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better ™ - Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity

The Customer Support Manager will oversee day-to-day operations and personnel striving for maximum efficiency and cost-effectiveness while providing exceptional service to our customers. The Customer Support Manager must be an organized, reliable, results-driven professional and have excellent customer service and communication skills. The Customer Support Manager needs to have a practical mind to solve problems on the spot with an ability to see the “big picture” and make improvements.

What you’ll get to do

• Ensure key client deliverables of communication and content quality, service level delivery, ultimately providing a timely and accurate quarter end and year end
• Provide support, guidance, and mentoring to further develop staff members' knowledge and productivity related to the team
• Work to standardize processes across clients to ensure service being provided is repeatable, reliable, and scalable
• Drive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality service is seen by the client
• Project management to include but not limited to new product launch, new client go live testing protocol/schedules, new feature/functionality testing and implementation. Takes a principal role in the analysis tasks of major projects, both as an individual contributor and the team manager
• Accountable for the success of the team; ensures appropriate resource allocation, and that established performance and quality assurance goals are met.
• Responsible for recruiting, hiring, and development of staff
• Provides leadership and expertise to direct reports; ensures they are provided with the appropriate tools to successfully execute responsibilities
• Ensure all client process documentation is up-to-date, accurate, and being followed by the teams
• Work directly with other managers and teams to establish and continually improve the service.
• Participate in projects in and out of the team which advance key strategies and objectives. Leads the development and implementation of processing controls to increase operational effectiveness
• Establishes and maintain customer relationships. Work directly with clients and/or Customer Success Manager to meet the daily needs as well as work strategically planning future events. Responsible for monitoring and recognizing escalations and works with the client to resolve issues, search for root cause, and implement corrective measures and process improvements
• Ensures Service Representatives demonstrate proper protocol in dealing with internal and external customers
• Oversee the performance management process for employees including goal setting, quarterly reviews and year-end assessments
• Works to develop key metrics and ensure monthly and quarterly reporting requirements are met
• Other duties and/or projects as assigned

Skills and experience we value

• 3+ years Contact Center experience preferably in a large, multi-state environment in a leadership capacity
• Strong project management skills, including prioritization, planning and coordination between multiple functional project teams
• Strong organizational skills, excellent verbal and written communication skills, time management, client service and leadership qualities, with the ability to adapt to changing business priorities and operational demands
• Strong written and verbal communication skills.

What’s in it for you

Dayforce 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 encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

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Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process