Senior Customer Contact Optimization Analyst

TriNet is seeking a Senior Customer Contact Optimization Analyst to evaluate and improve customer interaction processes and operations. The role involves data analysis, reporting, and workflow assessment to enhance customer satisfaction, operational efficiency, and service quality.

Requirements

• Bachelor’s/master’s degree in human resources, Business Administration, Information Systems, or related field (required)
• 4+ years of experience in customer contact quality evaluation, analytics, or workflow optimization roles
• Knowledge and experience in US payroll, tax, benefits, employee data management, LOA, COBRA, FSA (Preferred)
• Knowledge and experience on using AI tools
• Strong analytical skills with ability to interpret data and identify actionable insights
• Ability to learn new technologies quickly
• Experience with Quality Management tools is preferred
• Proficiency in MS Excel, reporting tools, and data visualization
• Excellent written and verbal communication skills
• Ability to work in a dynamic and fast-paced shared services environment
• Strong collaboration, presentation, and stakeholder management skills

Benefits

• Comprehensive human resources solutions for small to midsize businesses
• Payroll processing
• Human capital consulting
• Employment law compliance
• Employee benefits, including health insurance, retirement plans and workers’ compensation insurance