Supervisor, Issue Center

Job Description

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 Supervisor, Issue Center leads a team responsible for the intake, triage, and resolution of internal colleague issues related to payroll, tax, HR policy, benefits, product, and legal. The Issue Center acts as a critical operational hub ensuring issues are reviewed within defined service levels while maintaining high accuracy, strong cross-functional alignment, and a focus on internal customer satisfaction. The manager will collaborate closely with payroll, compliance, CX centres, technology, and other operational units to ensure seamless resolution and service excellence.

Key Responsibilities

• Supervise daily issue intake, triage, and resolution activities to ensure SLA, OLA, and KPI adherence.
• Coach and support Issue Center Specialists through real‑time guidance and case reviews.
• Act as the first‑level escalation point ,resolving complex issues and escalating as needed
• Monitor queues, aging, and volumes to proactively manage risks and workload balance.
• Perform initial root‑cause analysis on recurring issues and share insights with management.
• Ensure accurate documentation, tracking, and compliance with processes and data privacy standards.
• Coordinate with cross‑functional teams (Payroll, Benefits, HR, Technology) for issue resolution.
• Support onboarding, training refreshers, system testing, and process updates.
• Prepare and share operational reports highlighting trends, risks, and improvement opportunities.
• Promote team engagement, quality focus, and customer satisfaction.
  
  
  

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 HRIS or payroll systems will be considered.
  
  
  

Experience

• Overall, 10+ yrs years of experience, of which 4+ years of experience in HRIS, payroll, or data management, customer handling, issues handling
• Experience in Shared service center, US Payroll, US Benefits, US Payroll Tax, Garnishment
• 5+ years in a supervisor role, preferably in a global or shared services environment.
  
  
  

Preferred Certifications

• PeopleSoft 9.2 Human Resources Certified Implementation Specialist
• Project Management Professional (PMP)
• Certified Payroll Professional (CPP)
• Certified Employee Benefit Specialist (CEBS)
• Lean Six Sigma Green Belt or higher
  
  
  

Skills & Competencies

• Strong leadership and team-building capabilities
• Knowledge of contact center, Issue center technologies, CRM, Telephony and Call Monitoring
• Advanced proficiency in Microsoft Excel and other Office Suite tools
• Ability to handle and resolve escalations effectively
• Strong understanding of HR, Payroll, and Benefit workflows
• Excellent Communication, analytical, problem-solving, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced, evolving environment
• Strong interpersonal skills, including the ability to explain technical concepts to non-technical audiences.
  
  
  

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, colour, 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.