Manager - Application Support

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.

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 Manager 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 DEMAND 

·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 behaviourally difficult customers on an occasional basis, requirement to adjust work priorities and having to deal occasionally with unexpected deadlines.