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.
JOB SUMMARY/OVERVIEW
The Manager serves on the leadership team driving the performance and development of a team of HR Support Center Specialists. The HR Support Center handles general, low complexity inquiries related to HR Compliance and best practices regarding the employment life cycle, including but not limited to recruiting/hiring, performance management, employee compensation, and employee separation. The Center strives to resolve most client inquiries within the initial contact.
The Manager ensures the organization strives to efficiently resolve inquiries raised from other CX Centers, and ensures the escalation path is followed as needed. The role will be responsible for driving successful adherence to customer satisfaction and retention goals, and departmental Service Level Agreements (SLAs), Operational-Level Agreements (OLAs), and Key Performance Indicators (KPIs).
ESSENTIAL DUTIES/RESPONSIBILITIES
•    Performs all management responsibilities for a team of HR specialists within the HR Support Center including, but not limited to, the following:
o    Leads the HR specialist team to efficiently and expertly support customer inquiries via phone, email, and chat.
o    Recruits/develops high performing team members, sets clear expectations for and provides timely feedback on individual and team performance; takes corrective action when necessary.
o    Drives new process development and training for colleagues.
o    Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
o    Provides ongoing education and information to team on new TriNet products, services, processes, and systems.
o    Drives workforce management best practices, customer satisfaction and retention results, and ensuring adherence to schedules, SLAs, OLAs, and KPI’s.
o    Works to ensure appropriate internal team members are involved in the customer satisfaction process.
•    Assists in leading customer escalations resolution through executive escalation points.
•    Collaborates with internal departments (payroll, tax, 401(k), legal, sales, technology, CX
centers, account management, etc.) to resolve operational issues, serves as an escalation point for customers and internal TriNet departments, and drives coordination between customer facing and internal TriNet groups for the delivery of dependable, accurate, timely and easy-to-understand customer feedback.
•    Alerts organization to key internal and/or external business concerns (such as constantly evolving regulatory compliance requirements) and trends that affect business results, and partners with the management of other TriNet teams to help drive creative, compliant and customer-focused solutions and services
•    Responsible for taking initiative and action towards professional development.
•    Responsible for contributing to high customer retention and customer satisfaction.
•    Other projects and responsibilities may be added at the director’s discretion.
JOB REQUIREMENTS AND QUALIFICATIONS
•    Education:Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.
•    Minimum 2 years of managerial experience
•    Minimum 5 years of experience applying excellent customer service and client relationship management practices in a high volume, fast paced environment
•    Familiarity including sophisticated knowledge of and experience in direct customer service, human resources management, benefits and/or payroll administration highly desired.
•    Experience with client success and client satisfaction programs.
Training Requirements (licenses, programs, or certificates):
•    HR, Benefits, and/ or Payroll certification preferred (FPC, CPP, PHR, SHRM- CP)
Other Knowledge, Skills and Abilities:
•    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.
•    Knowledge of contact center technologies (Telephony, CRM, Call Monitoring)
•    Knowledge and strong understanding of TriNet’s practices, policies, processes, systems capabilities and limitations, and the customer experience and interaction with the TriNet Platform.
•    Knowledge and deep understanding of TriNet's processes and aligns solutions to instruct team how to deliver an excellent customer experience.
•    Fluency in English, bilingual a plus
•    Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence
•    Proven ability to lead client escalations to timely resolution resulting in increased customer satisfaction and retention.
•    Ability to adapt to a fast paced constantly evolving business and work environment while handling multiple priorities
•    Must have a high level of proficiency with Microsoft Office applications and email.
•    Must be highly organized, able to effectively prioritize work, be oriented to detail, and have excellent follow through.
•    Ability to and skilled at building effective business relationships and positively influencing others.
•    Ability to train, mentor, and coach others.
•    Ability to coordinate action and provide leadership to others to facilitate customer service excellence.
•    Ability to build and maintain effective business relationships with all departments to resolve operational issues and coordinate support by working with internal departments (payroll, tax, 401(k), legal, sales, technology, risk, etc.) as well as other CX Centers.
•    Ability to maintain confidentiality of corporate and personal data
•    Ability to work independently to resolve issues and in a team-office environment and in remote as needed; to communicate professionally across many organizational levels and functions driving business engagement and teamwork; to effectively build rapport with stakeholders
•    Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills.
•    Knowledge in human resource best practices and compliance management.
•    A demonstrated commitment to high professional ethical standards and a diverse workplace
WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call
schedules, etc.)
•    Minimal travel required
•    Work in clean, pleasant, and comfortable office 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 individuals with disabilities to perform the essential functions.
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.
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