Supervisor, Customer Support Services Full Time NEW

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 position will lead, develop, and drive a diverse team of both experienced and new non-exempt individual contributors 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/Responsibilites

• Supervise non-exempt customer service employees to ensure completion of day to day operational and customer service duties
• Train, coach, and advise specialists on business and company best practices
• Actively seek opportunities to develop specialists and drive the team through the constant change that stems from the company’s aggressive growth strategy
• Responsible for regular reporting of Key Performance Indicators, constant feedback, mentoring, and Quality monitoring of both spoken and written communication
• Take part in regular meetings and ongoing projects, including one on one with direct reports, team meetings, and crossfunctional operations meetings
• Manages direct report and dotted line report scheduling, attendance, and workload prioritization
• Address escalation of service issues in all matters affecting their department.
• Perform regular performance reviews for direct reports and take correction action when necessary

Required For All Jobs

• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education

• Bachelor’s Degree or equivalent experience preferred

Work Experience

• Typically 3+ years Customer Service experience required
• Typically 1+ years Supervisory experience required

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.

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, colour, 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.