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Customer Experience
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2000998 Requisition #
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:

This role will be responsible for partnering with internal TriNet teams to analyze operational effectiveness to transform all aspects of our operations and business processes within the Customer Experience organization.

In addition to identifying key opportunities and strategies to increase operational
effectiveness, the individual will be responsible for coordinating the development of the annual roadmap. Likewise, the Business Analyst will oversee the maintenance of a balanced scorecard to continually measure performance and effectiveness of the customer support provided and the impact of process improvement efforts.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Forecast short & long-term customer interaction volume
• Proactively act as a liaison between business teams and technical groups, using logic and communication skills to gather, document, analyze and validate requirements for updates to customer interaction applications such as the Interactive Voice Response (IVR) system,
• Salesforce, Calabrio, etc.
• Review key performance metrics and build / maintain reports to help leaders evaluate colleague productivity and customer service proficiencies
• Analyze data and identify trends to propose and advocate solution recommendations that align to short- and/or long-term strategic plans for improved customer satisfaction, service levels, abandoned rates, and resource utilization
• Research, learn and apply industry best practices to recommend and coordinate the development, enhancement, and maintenance of interaction volume forecasts and distribution patterns
• Balance technical aptitude and business understanding to develop innovative business solutions to staffing and servicing customers based on their needs and behaviors
• Conduct analyses in partnership with Finance to evaluate and prioritize staffing recommendations
• Present findings to business leaders, providing recommendations to improve the customer experience, business operations, and profitability
• Partner with the management of other TriNet units to help drive creative, compliant, and customer-focused solutions
• Assist other colleagues on the team to ensure all tasks result in accurate and timely information
• Supervise real time phone, chat and email queues and perform call monitoring to identify real time issues and provide solutions to ensure quality customer service
• Provide training and peer support to encourage workforce and quality best practices
• Other projects and responsibilities may be added at the manager’s discretion.

JOB REQUIREMENTS AND QUALIFICATIONS:


Education:
Bachelor’s Degree desired; or an advanced education

Training Requirements (licenses, programs, or certificates):
N/A

Experience:
A minimum of 2 years of related experience; or an advanced degree without experience

Other Knowledge, Skills and Abilities:

• Sophisticated knowledge in statistical analysis and forecasting. Excellent analytical skills, including strong business sense
• Ability to analyze data, identify trends, correlate metrics and recommend solutions to improve the quality and efficiency of customer interactions
• Ability to connect with, build trust with, and influence employees and customers at all levels of the organization
• Strong aptitude for learning new technologies.
• Experience in Calabrio or another Workforce & Quality Management application required.
• Cisco / Telecom experience preferred.
• Change agent: see ‘ambiguity’ as an opportunity as opposed to a hurdle, thrive on challenging yourself to push beyond conventional thinking
• Ability to manage projects and facilitate team interactions, employing sound change management principles
• Ability to communicate ideas and information clearly, accurately, and thoughtfully, verbally and in writing
• Ability to tell a story with data through reports, dashboards and graphics.
• Must be highly organized, able to effectively prioritize work, be oriented to detail, and have excellent follow through
• Knowledge of PEO products, services, and markets, as well as operations, cross-functional workflows, and interaction between the various company units, processes, and systems, a plus.
• Ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.
• Ability to connect with employees at all levels of the organization, especially by interacting with contacts to build productive internal working relationships by working directly with supervisors, cross-functional partners, and peers where necessary.
• Capable of applying practical knowledge gained through education, experience, and understanding of company policies/procedures to resolve a variety of issues.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills
• Excellent presentation and facilitation skills
• A proven commitment to high professional ethical standards and a diverse workplace
• Ability to adapt to a fast paced constantly evolving business and work environment while handling multiple priorities
• Proficient in Microsoft Office Suite

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call
schedules, etc.)

• Minimal travel required
• Work in clean, pleasant, and comfortable office setting
• May be frequently required to mobilize around the work area, use hands and fingers, reach with hands and arms, and be present continuously at a workstation for up to three (3) consecutive hours.
• Must have the ability to use a computer mouse, keyboard, telephone, and other equipment typically found in an office environment. This equipment will be used throughout the duration of the workday, often simultaneously.
• 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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