Workforce Management Team Lead

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🔥 1 minute ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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IRIS Software Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

💰 Private Equity Round on 2018-05

SaaS • B2B • HR Tech

IRIS Software Group is a UK-based technology company that provides integrated cloud software and managed services for accountancy, payroll, HR, education and related professional services. Its product portfolio includes cloud accountancy systems (IRIS Elements, IRIS Accountancy Suite, IRIS KashFlow), payroll and payroll bureau software (Staffology, IRIS Payroll Professional), HR systems (IRIS Cascade, Staffology HR), education products for schools and trusts (iSAMS, IRIS ParentMail, financials and MIS tools), plus hosting, outsourcing and managed services for accountants and payroll providers. IRIS sells primarily to businesses, accountancy firms, schools and trusts and emphasises AI-enabled productivity, hosted/SaaS delivery, practice management, and outsourced service offerings.

📋 Description

• Lead the Technical and Scripting Support Team day to day • Coordinate workloads, priorities and technical direction while coaching analysts • Act as first point of contact for complex customer escalations • Ensure the team meets agreed service levels (SLAs) • Scope, prioritise, test and deliver custom scripting requests • Write and review code using Swipeclock’s proprietary scripting language • Troubleshoot issues across software, time-clock hardware, APIs, networking and third-party integrations • Improve case quality in Salesforce Service Cloud • Lead bug triage and work with Development on software defects • Partner with Product, Development, Customer Success and Professional Services • Use Salesforce reports and dashboards to monitor service levels, backlog, escalations, quality and customer outcomes • Build reusable knowledge, documentation and working practices • Participate in holiday and weekend on-call rotation

🎯 Requirements

• Experience in time and attendance or time and labour technology is essential • At least 2 years’ experience in customer service or technical support • Experience leading, mentoring or providing senior-level guidance in a technical support environment • Understanding of how timekeeping, attendance and labour management processes affect payroll • Working knowledge of Salesforce CRM or Salesforce Service Cloud • Strong analytical and troubleshooting skills • Clear written and verbal communication skills • Ability to balance competing priorities while remaining hands-on • Two years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience • Programming or scripting experience valuable • Knowledge of C#, APIs, automation, software integrations, networking or clock hardware valuable • Experience with SaaS platforms, scheduling, leave/accrual tracking or payroll integrations beneficial • Familiarity with Swipeclock products or another Workforce Management platform advantageous • Ability to work the stated time-zone hours • Participation in holiday and weekend on-call rotation

🏖️ Benefits

• 7% bonus • Continuous learning and career development opportunities • Well-being, inclusion and development support • Diversity and inclusion culture • Accessible application process and adjustments/accommodations • Global impact opportunities

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