Job Description

Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.

Makes Work Life Better\xe2\x84\xa2 is our brand promise, not only to our customers, but to our employees as well. Our flagship platform, Dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.

How do we make work life better?

• By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
• By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
• By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users

We understand that no matter where you are, choosing a new employer is always one of life\xe2\x80\x99s most stressful events. We encourage you to check us out at Ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!

Location: Work is what you do, not where you go. For this role, we are open to remote work

About the opportunity

To maintain a high standard of client service and expertise in technical payroll application support and ensure delivery of quality client experiences in line with agreed processes, performance standards and service levels.

What you\xe2\x80\x99ll get to do

• Oversee day-to-day operations of the Support Centre Team (SCT)
• Drive issue resolution and customer satisfaction through customer support
• Provide direct supervision of the support consultant staff which may include recruitment, evaluation and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training
• Record and track team SLAs and workflows
• Clearly communicate escalated issues to Development team / Customer IT group / Product Managers as needed
• On-board all-new support center team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents, maintenance, or any product related announcements
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Evaluate and analyse Salesforce case trends to prevent future issues
• Contribute to other Support tasks as required to provide support to customers

What\xe2\x80\x99s in it for you

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you\xe2\x80\x99re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value

• Team leadership or management experience essential
• Help desk or call centre technical experience desirable
• Payroll experience desirable
• At least 6 years of working experience in managing customer-focused teams
• Strong analytical skills to assist investigate and resolve customer support tickets
• HRIS knowledge desirable
• Payroll legislative knowledge desirable
• Knowledge of ITIL Foundations
• Proven people management and leadership skills
• Proven experience in managing service and support focused team culture

Ceridian 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 provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.

Beware of fraudulent recruiting activity! If you are contacted by a Ceridian Recruiter or other Ceridian employee, you will be provided with an @ceridian.com email. If you are contacted by someone who uses any other email domain, despite their use of our company logo or company name in their social media handle/profile, the contact could be fraudulent. Please also note, Ceridian will not request or send money and/or a check at any time during the recruiting or hiring process, ask you to order any equipment or supplies, or ask for any sensitive personal data, such as National ID numbers, via email or phone. Sensitive personal data is only collected post-hire, via new hire forms directly in Dayforce. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Ceridian employee, please refer to our fraudulent recruiting statement found here: https://www.ceridian.com/company/corporate/be-aware-recruiting-fraud.