Associate Manager, Customer Care - WFM

H&R Block • Kansas City, MO

5d • Hybrid

About The Position

We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
What you'll do...

Lead and coach a high-performing team to deliver exceptional client service across multiple channels. Supervise processes and ensure consistent application of procedures. Drive strategic initiatives aligned with the Block Next vision, focusing on customer retention, operational excellence, and team development. Assist in budget planning and project execution, ensuring alignment with organizational goals.
Day to day, you'll...
Manage Real-time Call Center Operations
Lead the real-time team in monitoring voice, chat, and casework queues and agents.
Identify risks to service levels. Drive real-time decisions and make recommendations to deliver productivity and meeting of targets.
Deliver insights and reporting, identify trends and opportunities. Thinking outside the box problem solving and providing actionable feedback.
Owner of agent onboarding and offboarding and outage process. Technical and trouble shooting skills needed.
Strategic Planning & Direction
Translate customer service strategy into actionable plans that support Block Next priorities.
Collaborate cross-functionally to identify and resolve service delivery gaps.
Monitor customer sentiment and engagement across platforms, identifying trends and opportunities for proactive outreach.
Lead initiatives to improve retention by analyzing escalation trends and implementing targeted interventions.
Resource Management
Set daily priorities and assign tasks to team members.
Evaluate staffing needs and determine optimal resourcing.
Conduct interviews, make hiring decisions, and manage corrective actions.
Monitor performance and provide ongoing coaching and feedback.
Conduct quarterly and annual reviews, ensuring alignment with performance metrics and strategic goals.
Ensure team members are trained, empowered, and equipped to handle inquiries across all supported channels.
Operations & Project Management
Estimate project hours and resources required.
Manage work plans and provide periodic status updates.
Lead the team in understanding performance metrics and identifying improvement opportunities.
Provide stakeholders with relevant performance insights and updates.
Financial/Budget Management
Contribute to the development of operating plans and budgets.
Identify risks and opportunities and communicate accordingly.
Manage budgets for a group of associates, ensuring alignment with strategic priorities.

Requirements

• Associate or bachelor’s degree or equivalent experience
• 5+ years of related work experience, including 2+ years of people leadership
• Strong contact center experience with a focus on client-centric success
• Proven ability to lead change and manage multiple priorities
• Effective oral, written, and interpersonal communication skills
• Demonstrated analytical and problem-solving skills
• Experience managing customer interactions across multiple channels, including social media

Nice To Haves

• Prior Lead Real-Time Analyst experience
• Experience in contact center systems such as NICE IEX and CXone
• Intermediate MS Office skills

Responsibilities

• Manage Real-time Call Center Operations
• Lead the real-time team in monitoring voice, chat, and casework queues and agents.
• Identify risks to service levels.
• Drive real-time decisions and make recommendations to deliver productivity and meeting of targets.
• Deliver insights and reporting, identify trends and opportunities.
• Thinking outside the box problem solving and providing actionable feedback.
• Owner of agent onboarding and offboarding and outage process.
• Technical and trouble shooting skills needed.
• Translate customer service strategy into actionable plans that support Block Next priorities.
• Collaborate cross-functionally to identify and resolve service delivery gaps.
• Monitor customer sentiment and engagement across platforms, identifying trends and opportunities for proactive outreach.
• Lead initiatives to improve retention by analyzing escalation trends and implementing targeted interventions.
• Set daily priorities and assign tasks to team members.
• Evaluate staffing needs and determine optimal resourcing.
• Conduct interviews, make hiring decisions, and manage corrective actions.
• Monitor performance and provide ongoing coaching and feedback.
• Conduct quarterly and annual reviews, ensuring alignment with performance metrics and strategic goals.
• Ensure team members are trained, empowered, and equipped to handle inquiries across all supported channels.
• Estimate project hours and resources required.
• Manage work plans and provide periodic status updates.
• Lead the team in understanding performance metrics and identifying improvement opportunities.
• Provide stakeholders with relevant performance insights and updates.
• Contribute to the development of operating plans and budgets.
• Identify risks and opportunities and communicate accordingly.
• Manage budgets for a group of associates, ensuring alignment with strategic priorities.

Benefits

• You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
• Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree