Senior Customer Contact Optimization 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 Customer Contact Optimization Senior Analyst is responsible for evaluating and improving customer interaction processes and operations. The role focuses on data analysis, reporting, workflow assessment, and identifying opportunities to enhance customer satisfaction, operational efficiency, and service quality. The Analyst will work closely with cross-functional teams including Customer Success, Technology, Analytics, Training, and Process Excellence to support continuous improvement initiatives in a shared-services environment.

Key Responsibilities

• Creating new reports, dashboards
• Maintain performance, metric, and analytical reporting for ongoing projects and operational requirements.
• Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements.
• Review performance dashboards and reports to evaluate productivity and service quality metrics.
• Analyse data sets to identify patterns, trends, and improvement opportunities for enhancing customer experience.
• Apply industry best practices to improve workflows, call/chat, email, CRM cases, processes, and customer engagement methods.
• Balance technical and business understanding to recommend effective solutions for customer support operations.
• Collaborate with Analytics teams to study end-to-end customer journeys and identify process gaps.
• Present insights and recommendations to leadership to drive operational improvements.
• Work cross-functionally with internal teams to support customer-focused enhancements.
• Assist team members by ensuring reporting and documentation are accurate and delivered in a timely manner.
• Conduct quality audits as required and provide process improvement suggestions
• Provide training, coaching, and peer support to standardize Customer Contact Optimization best practices.

Required for All Jobs

• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education

• Bachelor’s/master’s degree in human resources, Business Administration, Information Systems, or related field (required)
• Equivalent combination of education and experience in quality management will be considered
• Experience
• 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

 Skills & Competencies

• 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

Preferred Skills:

• Proficiency with data visualization tools such as Power BI, Tableau, or Qlik
• Ability to perform root-cause analysis, variance analysis, and trend modelling
• Strong understanding of Excel advanced functions (Power Query, Macros, Pivot Tables)
• Strong knowledge on US Payroll, Benefits, LOA, EDM, Payroll Tax
• Experience in Peoplesoft, Salesforce, Nexidia, NICE tools and applications
• Knowledge on automation and AI technologies

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. 
• Work Hours: 6.30 PM to 3.30 AM IST (or) 7.30 PM to 4.30 AM IST

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 [email protected] to request such an accommodation.