Job
Description
Role Overview: As a CSO Senior Leader at TriNet in India, you will be responsible for leading mixed operations within the Customer Success and Operations working environment. Your role will involve supporting customers internally and externally via various channels such as cases, service orders, email, and chat during US business hours. You will oversee operations centers with back-office, data entry, and overnight support activities, as well as customer success activities including issue resolution, escalation management, and work prioritization. Your blend of leadership, technical, and interpersonal skills will be crucial in navigating PEO challenges, ensuring top customer satisfaction, and optimizing operational efficiency. Key Responsibilities: - Direct and perform all management responsibilities leading a team of managers, consultants, and specialists to support customer inquiries efficiently and effectively via phone, email, chat, and service cases. - Recruit and develop high-performing team members, set clear expectations, provide timely feedback, and take corrective action when necessary. - Apply cutting-edge thought leadership to the customer support center, staying updated on market trends, competitor behavior, and opportunities to enhance service offerings. - Assist in leading customer escalations resolution through executive escalation points. - Drive new process development and training for colleagues. - Implement workforce management best practices, drive customer satisfaction and retention results, and ensure adherence to schedules, SLAs, OLAs, and KPIs. - Partner with the management of other TriNet teams to drive creative, compliant, and customer-focused solutions and services. - Provide ongoing education and information to the team on new TriNet products, services, processes, and systems. - Alert the organization to key internal and/or external business concerns and trends that affect business results and partner with other TriNet teams to drive solutions and services. Qualifications: - Education: - Bachelor's Degree in Human Resources or business degree - Required - Master's Degree in Human Resources or business degree - Preferred - Work Experience: - Typically 3+ years of Management experience - Required - Typically 3+ years of PEO industry experience - Preferred - Typically 3+ years of Customer Service experience - Required Additional Details: - The work environment is described as clean, pleasant, and comfortable in an office setting. This position is 100% in-office. - TriNet reserves the right to change or modify job duties and assignments at any time. Position functions and qualifications may vary depending on business necessity. Role Overview: As a CSO Senior Leader at TriNet in India, you will be responsible for leading mixed operations within the Customer Success and Operations working environment. Your role will involve supporting customers internally and externally via various channels such as cases, service orders, email, and chat during US business hours. You will oversee operations centers with back-office, data entry, and overnight support activities, as well as customer success activities including issue resolution, escalation management, and work prioritization. Your blend of leadership, technical, and interpersonal skills will be crucial in navigating PEO challenges, ensuring top customer satisfaction, and optimizing operational efficiency. Key Responsibilities: - Direct and perform all management responsibilities leading a team of managers, consultants, and specialists to support customer inquiries efficiently and effectively via phone, email, chat, and service cases. - Recruit and develop high-performing team members, set clear expectations, provide timely feedback, and take corrective action when necessary. - Apply cutting-edge thought leadership to the customer support center, staying updated on market trends, competitor behavior, and opportunities to enhance service offerings. - Assist in leading customer escalations resolution through executive escalation points. - Drive new process development and training for colleagues. - Implement workforce management best practices, drive customer satisfaction and retention results, and ensure adherence to schedules, SLAs, OLAs, and KPIs. - Partner with the management of other TriNet teams to drive creative, compliant, and customer-focused solutions and services. - Provide ongoing education and information to the team on new TriNet products, services, processes, and systems. - Alert the organization to key internal and/or external business concerns and trends that affect business results and partner with other TriNet teams to drive solutions and services. Qualifications: - Education: - Bachelor's Degree in Human Resources or business degree - Required - Master's Degree in Human Resources or business degree - Preferred - Work Experience: - Typically 3+ years of Management experience - Required - Typically 3
