Lead People Resource Center Representative

H&R Block, Inc.•Kansas City, MO

33d

About The Position

In this role, you'll support a dynamic team of seasonal representatives dedicated to delivering exceptional service through our People Resource Center (PRC). Your mission is to foster a strong, high performing collaborative culture while ensuring staff have the tools and resources needed to provide outstanding support to our associates. You'll work closely with PRC leadership to manage daily operations, streamline processes, and coach team members for success. In addition to handling general HR inquiries, you'll contribute to specialized project teams focused on key PRC initiatives and targeted client support strategies. Our PRC Leads are problem-solvers - analyzing issues, documenting thoroughly, and delivering clear, effective solutions. Because great service starts with great leadership. Day to day you'll... Responsible for following guidance from the PRC Manager (PRC PM) and collaborating closely with PRC Project Managers, your direct team, and other PRC associates on an ongoing basis Communicate via MS Teams and other tools to support team inquiries and support team workload management Support daily operations by managing schedule changes, tracking and monitoring associate attendance and performance, and ensuring a smooth onboarding and offboarding experience Identify operational areas of improvement based on associate and process assessment and feedback and process assessment Actively coach and champion your team's development by engaging in training opportunities through partnering and leading new hire sessions, creating helpful documentation, or partnering with PRC Project Managers to support evolving needs Ensure every representative has the tools and confidence to deliver exceptional service Monitoring call volume and assisting in high call or case volume, when needed, to ensure calls are answered in a timely manner and disperse work to ensure it meets the SLA and is equitably distributed across the team Develop subject matter expertise to effectively coach and support PRC associates on processes and procedures, including navigating programs such as HRIS and CRM systems, as well as managing files within shared drives Collaborate with PRC Leadership to coordinate weekly team schedules, ensuring full workload coverage while meeting SLAs and balancing overtime and budget constraints Actively participate in department staff meetings, providing valuable and inspiring feedback, assisting with the meetings as necessary Regularly monitor associate achievements and progress, creating opportunities for coaching and meaningful feedback that recognize their contributions and support growth Share status updates and provide thorough documentation to the associate and manager to highlight successes and ensure alignment Manage escalated TPI case to review with PRC partner Compensation for HRB field associate's Foster a team environment, communicating with associates, peers, and leaders in a positive and supportive manner to seek and suggest resolutions for challenges Assist PRC PM in proposing and developing training material as needed, ensuring that all new or existing materials are relevant and/or up to date Participate in interview candidate selection sessions Attend and/or facilitate training sessions and participate in meetings related to job duties for the position Evaluate PRC off-boarding survey feedback, analysis, recommendations as well as review seasonal AES results

Requirements

Minimum of 3 years related experience
Education and/or work experience necessary to demonstrate necessary skill level
Ability to work independently
Analytical and detail oriented
Possess problem solving skills
Good verbal and written communication skills required
Ability to communicate clearly and calmly on the telephone, email and in person
Ability to effectively work with strict deadlines, in a fast paced, high-volume environment. Intermediate level of applied knowledge with Microsoft Office programs; specifically, MS Teams
On-Camara 1:1, Meetings with Partners, Session with SR Management, Weekly team meetings
SME NICE ICM, Workday and iCIMs

Nice To Haves

Within 50 miles of H&R Block WHQ in Kansas City, Mo
Bachelor's Degree in HR, Business, Finance or related field
Experience in customer service, HR or financial services position strongly preferred, preferably in service and/or client facing contact center
Bilingual in Spanish
Internet Speed of at least 15 MPBS

Responsibilities

Responsible for following guidance from the PRC Manager (PRC PM) and collaborating closely with PRC Project Managers, your direct team, and other PRC associates on an ongoing basis
Communicate via MS Teams and other tools to support team inquiries and support team workload management
Support daily operations by managing schedule changes, tracking and monitoring associate attendance and performance, and ensuring a smooth onboarding and offboarding experience
Identify operational areas of improvement based on associate and process assessment and feedback and process assessment
Actively coach and champion your team's development by engaging in training opportunities through partnering and leading new hire sessions, creating helpful documentation, or partnering with PRC Project Managers to support evolving needs
Ensure every representative has the tools and confidence to deliver exceptional service
Monitoring call volume and assisting in high call or case volume, when needed, to ensure calls are answered in a timely manner and disperse work to ensure it meets the SLA and is equitably distributed across the team
Develop subject matter expertise to effectively coach and support PRC associates on processes and procedures, including navigating programs such as HRIS and CRM systems, as well as managing files within shared drives
Collaborate with PRC Leadership to coordinate weekly team schedules, ensuring full workload coverage while meeting SLAs and balancing overtime and budget constraints
Actively participate in department staff meetings, providing valuable and inspiring feedback, assisting with the meetings as necessary
Regularly monitor associate achievements and progress, creating opportunities for coaching and meaningful feedback that recognize their contributions and support growth
Share status updates and provide thorough documentation to the associate and manager to highlight successes and ensure alignment
Manage escalated TPI case to review with PRC partner Compensation for HRB field associate's
Foster a team environment, communicating with associates, peers, and leaders in a positive and supportive manner to seek and suggest resolutions for challenges
Assist PRC PM in proposing and developing training material as needed, ensuring that all new or existing materials are relevant and/or up to date
Participate in interview candidate selection sessions
Attend and/or facilitate training sessions and participate in meetings related to job duties for the position
Evaluate PRC off-boarding survey feedback, analysis, recommendations as well as review seasonal AES results

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.

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