Manager, Customer Support Services

About the role

The manager role will manage and coordinate customer service support staff and/or supervisors toward providing excellent service to TriNet's customers, with an emphasis on achieving company targets and goals while upholding our corporate Core Values.

What you'll do

• Lead customer service teams to efficiently and expertly support customer inquiries via phone, email, chat and service cases
• Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Drive workforce management best practices. Ensure adherence to schedules, SLAs, OLAs, and KPI’s
• Provide colleague training, development and mentoring to ensure colleague readiness for expanded service delivery and successive roles
• Collaborate with internal departments (payroll, tax, 401(k), legal, sales, technology, CX centers, account management, etc.) to resolve operational issues

What you need

• 10–18 yrs of experience
• Customer service
• CRM
• MS Office
• Communication
• Performance management
• Sales
• BBA or MBA

Good to have

• Six Sigma
• C++
• Lean