In this role, you will lead a team that serves as WorkForce Software's (WFS) front-line for solving clients' challenges, including issue resolution, ticket triage, answering questions, providing guidance, training users on WFS technology, and delivering exceptional customer experiences. You and your team carry the weight of WFS's service reputation and client satisfaction in your hands.
Working closely with leadership, you will help drive team performance through operational oversight, coaching, escalation management, dashboard analysis, continuous improvement initiatives, and customer engagement activities. You will be responsible for ensuring your assigned POD operates efficiently while delivering high-quality support and achieving organizational objectives.
To thrive in this role, you must be comfortable working in a metrics-driven support environment. You have a way with clients and the people you lead that builds rapport, establishes trust, and demonstrates professionalism. You are comfortable balancing operational priorities, leading through change, and driving performance while creating a collaborative and engaging environment for your team.
Be a Leader. You will provide overall direction, prioritize critical issues, and support your team to ensure work is completed accurately and on time according to service commitments, business priorities, and organizational goals. You will serve as a trusted resource for associates, leveraging your knowledge of support operations, customer needs, and individual development plans.
You will manage the day-to-day activities of your assigned POD, facilitate team huddles, monitor collaboration channels, and ensure associates have the support needed to be successful. You will drive a culture of accountability, collaboration, teamwork, and continuous improvement while promoting best practices across the organization.
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PRODUCT / TECHNICAL SKILLS / REQUIREMENTS
5+ years of experience in client service, software implementation, consulting, project delivery, or other client-facing roles supporting enterprise applications.
2+ years of experience leading, mentoring, coaching, or supervising service delivery, implementation or consulting professionals.
Proven experience managing customer relationships, resolving escalations, and influencing positive business outcomes.
Strong communication, stakeholder management, problem-solving, and conflict-resolution skills.
Experience managing competing priorities, resource allocation, workload balancing, and operational performance metrics.
Proficiency with Microsoft Office applications
Bachelor's degree or equivalent combination of education and relevant work experience.
PREFFERED QUALIFICATIONS
Experience supporting, or consulting on Workforce Management, Time and Attendance, Payroll, HR, Human Capital Management (HCM), or related enterprise software solutions.
Experience leading client service teams implementing Workforce Management, Time & Attendance, Payroll, HR, or Human Capital Management (HCM) solutions.
3+ years of people leadership experience within a software implementation, professional services, or consulting organization.
Experience with WorkForce Software, UKG, Workday, SAP SuccessFactors, Oracle HCM, ADP Workforce Manager, or similar workforce management platforms.
Familiarity with SQL, data migration, integration, reporting, or related technical disciplines.
Designing better ways to work through cutting-edge products, premium services and exceptional experiences that enable people to reach their full potential. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.
