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Supervisor, Solution Center

Customer Experience
1900820 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.
The Solution Center Supervisor will lead, develop and drive a diverse team of both experienced and new Customer Service Advocates toward providing World Class 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 being a Great Place to Work. 

Essential Duties/Responsibilities

• Maintain day to day operational readiness
• Actively seek opportunities to develop Representatives 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 escalated calls
• Coach and advise Representatives on Best Practices
• Provide immediate escalation of Service Issues in its capacity as a liaison to leadership in all matters affecting the Solution Center.
• Develop both personal and company goals in support of TriNet’s Performance Management process.
• Take part in regular meetings and ongoing projects
• Actively seek to remove silos through partnership and superior communication.
• Evaluate Representatives interaction with callers
• Projects and responsibilities may be added at the manager’s discretion

Job Requirements and Qualifications



Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.

• At least 3 years of experience in a fast-paced Contact Center supervisory, support, or lead role with preferred experience in HR and Benefit administration.
• Knowledge with Workforce Management and Quality Evaluation systems
• Working knowledge of Workforce Management tools and theory
• Advanced use of Microsoft Office Products with the ability to produce Presentations and manipulate and administer Spreadsheets and Databases involving complex and extensive information
• Experience in using Customer Service operating tools (CRM, web-based applications, and reporting platforms)


Other Knowledge, Skills and Abilities:  

• Must exhibit a Team mentality
• Excellent verbal and written communication skills
• Knowledge in benefit related products such as Health Plans, Life and Disability Insurance, Flexible Spending Accounts, Health Savings Accounts and COBRA.
• Demonstrates flexibility in examining new approaches in problem solving in response to changing organizational objectives.
• Outstanding interpersonal and customer service skills
• Forward-thinking presentation and facilitation skills
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Demonstrated ability to build effective business relationships and positively influencing others.
• Demonstrated ability to train, mentor, and coach others with an emphasis on growth and development.
• Detailed Oriented
• Ability to thrive and foster a deadline-oriented and a fast-changing work environment
• Acts with a deliberate sense of urgency.
• Ability to apply payroll, benefit, and human resources knowledge and sound judgment in dealing with customer calls and inquiries.
• Ability to maintain a calm and professional demeanor while dealing with difficult customers and situations.
• Ability to communicate in both written and oral and provide timely updates consistently.
• Must be highly organized with an emphasis on prioritization

Work Environment/Other Information

• Minimal travel required (5%)
• Work in clean, pleasant, and comfortable office setting

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 a company manager, a company officer or a TriNet HR representative to request such an accommodation.

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