Remote - Manager, Retention and Special Operations

What You'll Do...

We are looking for a highly passionate, talented, and aspiring professional to fill a key position as Manager, Contact Center Operations in Retention & Special Operations within the Client Services Organization (CSO). The Manager is responsible for leading a team of approximately 60 full time and seasonal associates and supervisors on the Social Media Care team, the Executive Escalations team, and the Client Retention team, which deliver exceptional service to clients when they reach out for help regarding H&R Block products and services. Specifically, this role is focused on leading supervisors who lead teams of associates whose purpose is to resolve complex client escalations, understand and retain at risk clients, conduct outbound campaigns in support of strategic programs, as well as resolve client issues that come in through social media and from the offices of executive leaders, and the Better Business Bureau.

The ideal candidate will have a track record of influencing change within large organizations, and the ability to synthesize and execute against complex problems and aggressive timelines. Responsible for creating and executing a service strategy that delivers efficient, easy, and positively memorable service experiences. Responsible for developing, monitoring, and managing the team’s budget and identifying and managing risks and issues. Responsible for establishing and maintaining meaningful relationships with stakeholders and peers to develop a deep understanding of their products and services and ensuring the service operation is aligned with strategies and business requirements. Responsible for setting and achieving productivity and client experience targets and driving a culture of continuous improvement. This leader has a heart and head for exceptional client service, always sees things from the client's perspective, and understands how to motivate team members to do the same.

The role will report to the Director, Retention & Special Operations and will have exposure to a range of business and functional leaders, as well as senior leaders in the company.

Day to Day you'll ...

• Strategic Planning & Direction
• Meet with leadership, partners, and stakeholders to get feedback on current service and understand expectations for future service.
• Stay abreast of customer service trends through industry forums, research, and a personal network of external leaders in the service space.
• Distill customer service strategy into an execution plan/roadmap of meaningful projects delivering measurable outcomes.
• Ensure that goals and objectives for the organization align with strategic priorities.
• Understand how department programs and processes can be applied to make service more efficient and/or help the business gain competitive advantages.
• Communicate effectively to ensure transparency, alignment, awareness, and engagement.
• Resource Management
• Focus on elevating talent through a clear understanding of current and evolving needs of the organization.
• Evaluate staffing needs and determine best options to fulfill.
• Conduct employment interviews, make hiring decisions, and participate in corrective action and termination discussions and decisions.
• Monitor department productivity, identify opportunities to optimize, and provide team members with direction.
• Conduct annual reviews, midyear conversations, and quarterly check-ins, including performance metrics for each performance objective. Ensure that the supervisors do the same for their associates.
• Monitor performance and develop team members to ensure consistent, effective, and efficient processes.
• Provide regular straight forward feedback.
• Financial/Budget Management
• Contributes information for developing an operating plan and budget.
• Understands budget drivers.
• Identifies risks and opportunities, acts, and communicates accordingly.

• Develop budgeting process and manage budgets for group of associates.

• Operations/Project Management

• Understand all key processes necessary to lead a contact service center.
• Understand service level expectations, key performance indicators, and metrics that are core to the operation.
• Lead team to understand performance, opportunities to improve, and reasons why performance may be better or worse than planned.
• Provide stakeholders and leadership relevant performance updates and insights.
• Analyze changes and provide direction where needed.

What You'll Bring To The Team...

Education:

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience:

• 2+ years people leadership experience and/or product/program management experience including budget management.
• 5+ years of experience focused on delivering exceptional client service.
• 5+ years of contact center experience, heavily focused on productivity and achieving client-centric measures of success, including significant experience with VOC (Voice of the Customer) programs.
• 5+ years of experience analyzing metrics and quickly implementing changes to improve performance.
• Understands the value of front-line customer care associates and creating an environment where their happiness translates into great client experiences.
• Demonstrated leadership and ability to influence others (e.g., peers, stakeholders, cross functional teams) across the organization.
• Significant experience leading change
• Experience managing multiple projects and priorities.
• Demonstrated organizational, prioritization, decision-making, analytical and problem-solving skills.
• Effective oral, written, and interpersonal communication skills, including presentations to upper management.

It would be even better if you also had...

• Experience with contact center tools such as: NICE, NEXIDIA, WFM, Medallia, and Salesforce.
• Experience leading Executive Escalation teams and Social Media Care teams.
• Experience leading supervisors or other people leaders.

About H &R Block...

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.