Manager, HR 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. 

A Brief Overview
This position will lead and develop a diverse team of dedicated HR Consultants that delivers exceptional human resources guidance and best practices support for an assigned book of business or via the HR service center. The role is focused on providing incredible customer service to TriNet customers, efficiently resolving HR inquiries ranging from all levels of complexity. The Manager drives customer satisfaction and retention results by leading a team that supports customer inquiries via phone, email, and chat. The Manager will be responsible for meeting established key performance indicator metrics as defined by leadership and contributing and providing support to high Client Satisfaction Scores, After-Call Surveys results, and overall customer retention. 

What you will do

• Lead Specialist and/or Consultants team to support customer inquiries (by phone, email, chat, or self-service) efficiently and expertly.
• Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Drive workforce management best practices and minimum requirements. (Schedules, SLAs, OLAs, KPIs, etc.)
• Provide on-going education and information to team on new TriNet products, services, processes, and systems
• Provide colleague training, development and mentoring to ensure colleague readiness for expanded service delivery and successive roles
• Collaborate with internal departments (payroll, tax, 401(k), legal, sales, technology, CX centers, account management, etc.) to resolve operational issues
• Drive coordination between customer facing and internal TriNet groups for the delivery of dependable, accurate, timely and easy-to-understand customer feedback
• Regularly interact with external clients to assess satisfaction, service levels and retention risks. Serve as an escalation point for client HR issues
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree or equivalent experience required or 
• Master's Degree or equivalent experience preferred 

Experience Qualifications

• Typically 5 + years HR Generalist experience required and
• Typically 2 + years Managerial experience preferred 

Skills and Abilities

• Ability to effectively meet customer needs, taking responsibility for customer satisfaction (Advanced proficiency)
• Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution. (Advanced proficiency)
• Solid formal presentation/facilitation skills with the ability to adjust appropriately to the audience (Advanced proficiency)
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.) (Advanced proficiency)
• Strong analytical and problem-solving skills (Advanced