Manager, HR Support Services

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.

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

A Brief Overview
This position will lead and develop a diverse team of dedicated HR Consultants that delivers exceptional human resources guidance and best practices support for an assigned book of business or via the HR service center. The role is focused on providing incredible customer service to TriNet customers, efficiently resolving HR inquiries ranging from all levels of complexity. The Manager drives customer satisfaction and retention results by leading a team that supports customer inquiries via phone, email, and chat. The Manager will be responsible for meeting established key performance indicator metrics as defined by leadership and contributing and providing support to high Client Satisfaction Scores, After-Call Surveys results, and overall customer retention.

What you will do

• Lead Specialist and/or Consultants team to support customer inquiries (by phone, email, chat, or self-service) efficiently and expertly.
• Responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
• Drive workforce management best practices and minimum requirements. (Schedules, SLAs, OLAs, KPIs, etc.)
• Provide on-going education and information to team on new TriNet products, services, processes, and systems
• 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
• Drive coordination between customer facing and internal TriNet groups for the delivery of dependable, accurate, timely and easy-to-understand customer feedback
• Regularly interact with external clients to assess satisfaction, service levels and retention risks. Serve as an escalation point for client HR issues
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree or equivalent experience required or
• Master's Degree or equivalent experience preferred

Experience Qualifications

• Typically 5 + years HR Generalist experience required and
• Typically 2 + years Managerial experience preferred

Skills and Abilities

• Ability to effectively meet customer needs, taking responsibility for customer satisfaction (Advanced proficiency)
• Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution. (Advanced proficiency)
• Solid formal presentation/facilitation skills with the ability to adjust appropriately to the audience (Advanced proficiency)
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.) (Advanced proficiency)
• Strong analytical and problem-solving skills (Advanced proficiency)
• Ability to absorb new information quickly while working in a dynamic, growth-oriented environment (Advanced proficiency)
• Excellent interpersonal and communication skills (Advanced proficiency)
• Solid knowledge and understanding of both state and federal employment laws (Advanced proficiency)
• Proficient in Microsoft Office Suite (Intermediate proficiency)
• A demonstrated commitment to high professional ethical standards and a diverse workplace (Advanced proficiency)
• Knowledge of PEO products, services, and markets a plus, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems. (Advanced proficiency)
• Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence (Intermediate proficiency)
• 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. (Intermediate proficiency)

Licenses and Certifications

• PHR or SHRM-CP required or
• SPHR or SHRM-SCP preferred

Travel Requirements
Minimal

Work Environment

• Work in clean, pleasant, and comfortable office or home setting. 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 persons with disabilities to perform the essential functions.

The preferred location for this role is Atlanta, GA, and the salary range for this location is $77,900.00 to $155,800.00. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta and may be considered for remote hire at the company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

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[at]trinet.com to request such an accommodation.