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Customer Experience
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2001040 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
The Workforce Management & Quality Manager will provide direct supervision and leadership to team members working in multiple locations, developing teamwork and collaboration. This manager will also partner with business leaders of our customer facing departments to ensure adequate service coverage and continuous quality. The Workforce Management & Quality team develops call volume forecasts to identify staffing needs, schedule creation and real-time monitoring to ensure appropriate staffing coverage. The team also evaluates emails, calls, and online chat and analyze after call survey results, using various evaluation tools and techniques including observation, workflow, data analysis and reporting. This role will analyze current and future strategies regarding Quality Management & Workforce Management tools; identify, document, and adapt business processes according to best practices; implement new and innovative auditing approaches into the organization, aligning reporting, metrics and practices with established policies, processes programs to ensure continuous improvement.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Clearly define team and individual goals and objectives; communicates frequently, providing timely and constructive feedback.
• Effectively coach and mentor assigned direct reports on job-related and interpersonal skills and behaviors.
• Maintain quality program strategic direction and oversee day to day operations of team members
• Partner with other leaders in the Workforce Management & Quality team to support efficient and effective service delivery
• Communicate issues and trends regarding service and recommend and/or facilitate programs to effectively resolve these issues.
• Plan for long-term resource requirements and address projected staffing shortages to prevent drops in service levels
• Work with employees to incorporate quality standards into their daily operations.
• Keeps abreast of all upcoming business initiatives so to adjust quality monitoring focus areas to ensure excellent customer service
• Conduct on-going research and benchmark against industry best practices.
• Lead multiple, cross- functional and/or cross-departmental projects and initiatives for service and quality assurance.
• Collaborate with Information Technology to identify and implement necessary contact center technologies.
• 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):
• Six Sigma, Black/Green Belt or similar process efficiency experience (preferred)
• American Society of Quality (ASQ) certification (preferred)

Experience:
• 3-5+ years’ management experience.
• Knowledge and experience in the PEO industry, direct customer service, benefits and/or payroll administration highly desired.
• Experience with managing Quality and or WFM teams.
• Experience in administrating Verint 360, CALABRIO or another WFM/QM tool
• Cisco CMS experience preferred.

Other Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills
• Strong presentation and facilitation skills in live and remote environments
• Advanced knowledge & experience of Microsoft Office Products
• Ability to use software to create reports, presentations and spreadsheets involving complex databases and information
• Commitment to high professional ethical standards and a diverse workplace
• Outstanding interpersonal skills
• Flexibility in examining new approaches in problem solving in response to changing organizational objectives
• Must be detail oriented and a self-starter, motivated individual who works well under pressure
• Demonstrated ability to build effective business relationships and positively influencing others
• Ability to manage multiple priorities, deadlines and periods of high volume
• Ability to train, mentor, and coach others with an emphasis on growth and development
• Ability to multi-task in a fast pace environment with critical deadlines
• Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment
• Proven track record of implementing “Best in Class” initiatives that have driven strong business results and significant culture change
• Must exhibit a Team mentality
• Ability to work effectively with team and leaders
• Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).
• 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. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements; may have budget responsibilities.
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.
• Manages the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. May be responsible for a functional area and not have any subordinate employees. Normally receives guidance regarding overall mission, short-term and mid-term objectives, scheduling, unusual priorities, etc.

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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