Manager, Customer Support Services

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