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 ...
Develop budgeting process and manage budgets for group of associates.
Operations/Project Management
What You'll Bring To The Team...
Education:
Work Experience:
It would be even better if you also had...
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.
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