Manager, Customer Support Services
Core
Manage and coordinate customer service support staff to provide excellent service to TriNet's SMB clients, focusing on HR, payroll, and benefit practices.
Role type
Senior IC Customer Support Manager
Builds
Customer support operations for small to midsize businesses
Domain
Human Resources / Payroll / Benefits
Deliverable
client delivery
Required skills
Team leadership, workforce management, performance management, conflict resolution, cross-functional collaboration, regulatory compliance knowledge, data analysis, training and mentoring
Preferred skills
CX/WFM/Contact Center Leadership certification, Certified Payroll Professional (CPP), Lean/Six Sigma Green Belt
Technologies
Telephony, CRM, Call Monitoring, Workforce Management, Microsoft Office Suite
Responsibilities
Lead customer service teams to support inquiries via phone, email, chat, and service cases; Resolve client issues regarding HR policies, payroll, and benefits; Manage personnel issues including discipline, coaching, and performance management; Drive workforce management best practices and ensure adherence to SLAs and KPIs; Collaborate with internal departments to resolve operational issues; Provide leadership with analyses and recommendations for best practices.
Seniority
Manager, supervisory level
