Company Overview: With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. The Sr. Product Support Representative, also known as the Queue Manager, is responsible for overseeing the effective management of support queues across multiple tiers, ensuring timely resolution of inquiries and issues while maintaining high standards of customer satisfaction. This role involves coordinating team efforts, facilitating communication, and implementing process improvements to enhance operational efficiency. **This is a hybrid role. The employee will be expected to work onsite 3 days/week at our Montevideo office** Duties and Responsibilities: + Support Queue Management: Manage ticket requests distribution according the team availability and resources + Daily Standup Handover: Conduct daily standup meetings to ensure smooth shift transitions, sharing updates on ongoing issues, ticket statuses, and critical incidents + CSAT Coaching and Tone of Voice Improvement: Provide continuous coaching on customer satisfaction (CSAT) and communication skills, conducting regular training sessions to enhance team interactions with customers + Technical Standups: Organize technical standups around major releases or hot fixes, disseminating information to prepare payroll operations for customer inquiries + Ticket Management: Monitor aging tickets to ensure timely resolution and analyze patterns to create best response guides and training materials + Quality Assurance on ticket requests (QA): Collaborate with geo leads to ensure quality in ticket handling and assist in the QA of support processes + Triaging: Develop triaging criteria based on various factors (e.g., urgency, impact) and create new queues in Zendesk to streamline ticket handling. ; Implement auto replies to common inquiries, enriching the knowledge base and freeing up agents for priority tickets + Training and Development: Identify training needs through ticket analysis and create relevant content, macros, and training materials + Collaboration and Communication: Foster cross-team collaboration with geo leads, Tier 3 experts, and the PET team to improve processes and resolve complex issues + Employee Recognition: Promote ownership and responsibility through recognition programs (e.g., "Employee of the Month") + Performance Metrics: Monitor individual performance based on resolution times Basic Qualifications: + 3+ years of experience in analyzing data/data analytics with an ability to provide valuable insight on the data collected + Experience working with stakeholders and managing projects + Strong analytical and problem-solving skills + Experience with training and mentoring staff + Familiarity with ticketing systems (e.g., Zendesk) and automation tools Preferred Qualifications: + Bachelor’s degree in an analytics/data analysis field + Proven experience in support management or a similar role + Ability to assign tasks and responsibilities to lower level staff + Excellent communication and interpersonal skills + Experience reducing response and resolution times by allocating tickets effectively + Experience enhancing support quality through targeted training and process improvements + Previously developed clear guidelines and SOPs to mitigate responsibility diffusion and ensure proper ticket escalation Where we’re going: UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation: For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.