Assoc Manager Tax Research - H&R Block
Kansas City, MO
About the Job
The Associate Manager will manage the day-to-day operations of the Expert Help Chat program. Will identify process and system improvement opportunities, and partner with other functional leaders to achieve KPIs. The Associate Manager will supervise, train, and coach a team of tier-two associates to develop individuals and a team committed to excellence in client service. Meet and exceed service level agreements and all client, department, and company expectations.
- Directly manage individual and team performance, including coaching, training, performance tracking, and developing standard operating procedures, to meet and exceed service level agreements and all client, department, and company expectations.
- Represent the Expert Help Chat team as a vocal participant in leadership meetings and identify and help implement improvements to systems, processes, and procedures.
- Review individual and team metrics daily. Evaluate and report trends impacting the group's success to optimize resourcing and identify opportunities for recognition and coaching.
- Perform administrative activities ad hoc to support client and associate needs.
- Monitor and manage employee schedules to ensure optimal staffing levels and coverage.
- Resolve conflicts and foster a positive workplace environment to ensure employee satisfaction and productivity.
- Provide real-time assistance and support to agents as needed to ensure smooth operations and timely issue resolution.
- Must have availability to work the following schedule:
- Tax Season (Jan – April)
- 12 – 9 pm CT 3 weekdays
- 9 – 6pm CT Saturday and Sunday
- Preseason (May-Dec)
- 9 – 6pm CT Monday – Friday
- Tax Season (Jan – April)
Source : H&R Block