Manager Customer Support Operations

Dayforce US, Inc.; Minnesota; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Customer Support Operations Manager to lead a dynamic team in enhancing service delivery and operational efficiency. This role involves collaborating with cross-functional teams, performing complex data analysis, and ensuring the success of the team through effective resource management. The ideal candidate will have a strong background in contact center operations and a passion for mentoring. With a commitment to employee well-being and professional growth, this position offers a unique opportunity to thrive in a supportive environment while making a significant impact on client satisfaction and operational excellence.

Benefits

Comprehensive Wellness Initiatives

Excellent Time Away from Work Programs

Volunteer Days

Recognition Programs

Qualifications

• 3+ years experience in a leadership role within a contact center.
• Strong analytical skills and proficiency in MS Excel.

Responsibilities

• Oversee day-to-day operations and ensure maximum efficiency.
• Lead a team of analysts in capacity planning and forecasting.

Skills

Contact Center Experience

North American WFM Knowledge

Advanced MS Excel

Capacity Planning

Team Management

Call Center Dynamics

Job description

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 TM - Reflects our commitment to employees, customers, partners and communities globally.

Location:Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Canada.

About the opportunity

The Manager of Customer Support Operations collaborates and coordinates cross-functional teams in support of the WFM process for clients.

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

• Confidently present and discuss key metrics and results with the senior leadership team.
• Perform complex data analysis and recommendations to allow senior management to make critical business decisions
• Provide support, guidance, and mentoring and lead and inspire a team of Capacity Planning and Forecasting analysists.
• Work to standardize processes across clients to ensure service being provided is repeatable, reliable, and scalable.
• 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.
• 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.
• Oversee the performance management process for employees including goal setting, quarterly reviews, and year-end assessments.
• Works to develop key metrics and ensure weekly 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.
• North American WFM knowledge
• Advanced knowledge of MS Excel
• Experience building and maintaining forward-looking capacity
• Experience managing people and coordinating/prioritizing work across teams.
• Experience and understanding of call center dynamics and performance measurements.

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.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:https://www.dayforce.com/be-aware-of-recruiting-fraud