Easter Seals Jobs

Escalation Manager

General Information

Ref #:

20240039030

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Noida - India - India

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

Description

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG

About the Team:

The Escalation Management team is a part of the Engineering, Product, Cloud and Innovation (EPIC) organization within UKG. This team is a liaison between UKG’s Customer Experience organization and the EPIC org. We provide insights into trends to help improve the end-to-end customer experience.

About the Role:

The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer’s business. The Escalation Manager will also be responsible for monitoring dashboards and metrics for trends to reduce the number of escalations and improve customer satisfaction. The Escalation Manager will:

Review customer escalations and determine if they meet documented requirements for engagement

Partner with Customer Experience and Executive Relationship Management teams to understand business impact

Coordinate assignment of customer escalations to the proper team member

Collaborate cross organizationally with leadership to obtain clear ownership, traction, and prioritization for escalated customer issues

Review weekly, monthly and quarterly reporting and assess impact proactively to Escalation Management

Use creative problem-solving skills, including the ability to understand the impact of technical changes and to articulate high-level technical solutions to address escalation engagement opportunities

Identify escalation triggers and sources with the goal to reduce escalation volume and a focus on problem avoidance

Review weekly, monthly and quarterly reporting and dashboards to assess impact proactively

Qualifications

Basic Qualifications:

1-2 years of demonstrated success in a technical role involving management of projects, customer satisfaction, or similar position with a technology vendor, IT service provider or other high-tech industry.

Exposure to modern cloud and application development technologies

Ability to handle highly escalated customer situations and assess their business impact

Able to break down complex, technical processes into simple, logical steps

Work under time constraints

Strong verbal and written communication – must be comfortable working directly with SMEs (Subject Matter Experts)

Capable of working on multiple projects while maintaining close attention to detail

Excellent analytical, organizational and project management skills

Effective problem-solving and strong interpersonal skills with positive, ‘can do’ attitude

Self-Motivating, dedicated, with a strong sense of accountability

Excellent ability to handle multiple tasks under tight deadlines

Preferred Qualifications:

Working knowledge of Java stack, Microservices, GoogleCloud, SaaS concepts and .Net

Working knowledge of Human Resources and Payroll Systems

Working knowledge of JIRA

Working knowledge of Lean Agile Methodology

Working knowledge of Microsoft Office applications including PowerBI

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.