Lead Workforce Management Analyst

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.

Job summary

The position partners with internal teams to analyze operational effectiveness and deliver, enhance and support reporting and analytics processes to transform all aspects of operations and business processes within the Customer Experience organization.

 Essential Duties/Responsibilites

• Develops, enhances, and maintains interaction volume forecasts and distribution patterns by researching, learning, and applying industry best practices
• Partners with business teams and technical groups in gathering, documenting, analyzing, and validating requirements for updates to customer interaction systems, such as Interactive Voice Response (IVR) systems, Salesforce, or NICE WFM
• Assesses and identifies key performance indicators and builds/maintains reports that help leaders gauge colleague performance and customer service experience
• Designs and implements workforce analytics solutions that align with short- and long-term strategic plans for improved customer satisfaction, service level, abandonment rates, and resource utilization
• Presents findings to business leaders, providing recommendations to enhance customer experience, business operations, and profitability
• Partners with the management of other departments units in delivering creative, compliant, and customer-focused solutions
• Supervises real-time phone, chat and email queues and perform call monitoring to identify real time issues and provide solutions to ensure quality customer service

QUALIFICATIONS

Education

• Bachelor's Degree - preferred

Work Experience 

• Typically 8+ years Workforce Management analysis

Knowledge, Skills and Abilities

• Expertise in forecasting and statistical analysis.     
• Ability to analyze data, identify trends, correlate metrics, and provide suggestions for improving customer service quality and efficiency     
• Ability to learn new technologies quickly.     
• Experience with Calabrio or another Workforce and Quality Management application.     
• Ability to manage projects and facilitate team interactions     
• Ability to communicate ideas and information clearly, accurately, and thoughtfully, both in writing and verbally     
• Ability to communicate using graphs, dashboards, and reports     
• Knowledge of PEO products, services, and markets     
• Ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.     
• Ability to connect with employees at all levels of the organization     
• Excellent communication, interpersonal, presentation, and facilitation skills     
• Ability to handle multiple priorities in an ever-changing fast-paced business environment     
• Proficient in Microsoft Office Suite
  

Work Environment

• Work in a clean, pleasant, and comfortable office work 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.
• This position is 100% in office.

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  to request such an accommodation.