Assoc Manager Tax Research

What you'll do...

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 weekdays9 6pm CT Saturday and SundayPreseason (May-Dec)9 6pm CT Monday Friday

What you'll bring to the team...

• Supervisory or team manager experience to include demonstrated coaching skills and the ability to grow and develop associates.
• Effective oral, written, and interpersonal communication skills.
• Detail-oriented, analytical, and problem-solving skills with the ability to multi-task across a diverse work plan.
• Enjoys working in a fast-paced, collaborative environment.
• Demonstrated ability to successfully utilize spreadsheets, databases, report generation programs, and various software programs such as Microsoft Office Suite products of Word, PowerPoint, Excel, and Outlook.
• Advanced Federal Tax Knowledge as it relates to the filing process, tax forms and tax law.

Education :

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

Work Experience :

• 8 years Minimum related work experience.
• 3 years of proven success in working in a client service environment with supervisory experience.

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

• Experience leading a team in a remote environment.
• Project / program management experience.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive.

Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

• Qualifying associates can enroll themselves and / or their eligible dependents in medical and prescription drug coverage;
• can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program;

are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range Minimum

72000

Pay Range Maximum

108000