Workforce Management Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Technical and Scripting Support Team.

• Manage workloads, set priorities, and provide technical guidance while mentoring analysts.

• Serve as the primary contact for complex customer escalations.

• Ensure the team achieves the agreed-upon service levels (SLAs).

• Define, prioritize, test, and implement custom scripting requests.

• Write and evaluate code utilizing Swipeclock’s proprietary scripting language.

• Diagnose issues related to software, time-clock hardware, APIs, networking, and third-party integrations.

• Enhance case quality within Salesforce Service Cloud.

• Lead bug triage efforts and collaborate with Development on software defects.

• Collaborate with Product, Development, Customer Success, and Professional Services teams.

• Utilize Salesforce reports and dashboards to track service levels, backlog, escalations, quality, and customer outcomes.

• Develop reusable knowledge, documentation, and best practices.

• Participate in the holiday and weekend on-call rotation.

⛳️ Requirements

• Proven experience in time and attendance or time and labor technology is required.

• Minimum of 2 years’ experience in customer service or technical support roles.

• Experience in leading, mentoring, or providing senior-level guidance within a technical support environment.

• Understanding how timekeeping, attendance, and labor management processes influence payroll.

• Familiarity with Salesforce CRM or Salesforce Service Cloud.

• Strong analytical skills and a knack for troubleshooting.

• Excellent written and verbal communication abilities.

• Capacity to manage competing priorities while remaining actively engaged.

• Completion of two years of college-level studies in Computer Science, IT, or a related field, or equivalent education and experience.

• Programming or scripting experience is advantageous.

• Knowledge of C#, APIs, automation, software integrations, networking, or clock hardware is beneficial.

• Experience with SaaS platforms, scheduling, leave/accrual tracking, or payroll integrations is a plus.

• Familiarity with Swipeclock products or any other Workforce Management platform is advantageous.

• Ability to work during the specified time-zone hours.

• Participation in the holiday and weekend on-call rotation is required.

🏝️ Benefits

• 7% bonus.

• Opportunities for continuous learning and career development.

• Support for well-being, inclusion, and professional growth.

• A culture that values diversity and inclusion.

• An accessible application process with adjustments/accommodations available.

• Opportunities to make a global impact.