Manager Customer Support Services

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.  
  
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.  
  
Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So, if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.  
 
Job Summary 
 
The manager role will manage and coordinate customer service support staff and/or supervisors toward providing excellent service to TriNet's customers, with an emphasis on achieving company targets and goals while upholding our corporate Core Values. This role is vital in the support of our company's objectives including growth, delivery of superior service, successful implementation and training of both procedural and technological initiatives, driving operational efficiencies, and fostering team spirit in support of TriNet's culture and goals.

Essential Duties/Responsibilities
• Lead customer service teams to efficiently and expertly support customer inquiries   via phone, email, chat and service cases. 
• Resolve client and client employees’ issues relative to TriNet policies about human resources, payroll and benefit practices, products and services.
• Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Drive workforce management best practices. Ensure adherence to schedules, SLAs, OLAs, and KPI’s.
• Provide colleague training, development and mentoring to ensure colleague readiness for expanded service delivery and successive roles.
• Regularly interact with external clients to assess satisfaction, service levels and     retention risks.
• Collaborate with internal departments (payroll, tax, 401(k), legal, sales, technology, CX centers, account     management, etc.) to resolve operational issues.
• Ensure efficient customer support and solutions that comply with TriNet standards, service quality standards, technical guidelines, and regulatory requirements
• Provide TriNet leadership with analyses, recommendations, and other information to ensure best practices delivery standards and metrics achievement
• Provide on-going education and information to team on new TriNet products, services, processes, and systems

Required for All Jobs

• Performs other duties as assigned

• Complies with all policies and standards

Qualifications

• Bachelor’s/Master’s degree in Business Administration, Operations, Communications, or related field. 

• Certifications in Customer Experience (CX), WFM, or Contact Center Leadership. – preferred

• Certified Payroll Professional (FPC/CPP) – by the American Payroll Association – preferred

• Lean or Six Sigma certification (Green Belt or above) – preferred.

Work Experience

• 10+ years of experience in customer support/contact center operations. 

• Minimum 3 years in a supervisory or managerial role leading Supervisors or Team Leads. 

• Minimum 3 years in related field; payroll, HR, Benefits etc.

Knowledge, Skills and Abilities

• Ability to effectively meet customer needs, taking responsibility for customer satisfaction

• Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution.

• Ability to take action and make leadership decisions independently regarding low to medium impact day to day operations and direct report management.

• Solid formal presentation/facilitation skills with the ability to adjust appropriately to the audience

• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)

• Strong analytical and problem-solving skills

• Ability to absorb new information quickly while working in a dynamic, growth-oriented environment

• Excellent interpersonal and communication skills

• Solid knowledge and understanding of both state and federal employment laws

• Proficient in Microsoft Office Suite

• A demonstrated commitment to high professional ethical standards and a diverse workplace

• Knowledge of PEO products, services, and markets a plus, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems.

• Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence

• Ability to work on issues of diverse impact where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.

Work Environment: 

• Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.  

• This position is 100% in office. 

Travel Requirements: 

• 25% travel may be required