H&R Block Director – Contact Center Operations in Kansas City, Missouri
Director – Contact Center Operations
The Director- Contact Center Operations, is responsible for leading a team that delivers exceptional service to clients when they reach out for help with Assisted Tax or Financial Service products and services. This includes approximately 50 million client contacts annually, 3-5 sites, and 1200+ agent team members. Owns creating and executing a service strategy that delivers efficient, easy, and positively memorable service experiences. These experiences can be digital/self-service or human/agent-assisted. Responsible for establishing and maintaining meaningful relationships with stakeholders, developing a deep understanding of the assisted business and financial service products, and ensuring the service strategy is clearly aligned with stakeholder strategies and business requirements. Responsible for setting and achieving the right service targets and creating/maintaining a culture of continuous improvement that drives great service experiences as well as efficiencies for our clients and agent team members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategic Planning & Direction
Meet with executive management, business representatives, external partners, and various focus groups 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.
Create and communicate a compelling service strategy that is aligned with HRB strategic pillars.Distill this 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 products 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.
Build/cultivate a team with clear roles and common goals.
Focus on elevating talent through a clear understanding of current and evolving needs of the organization.
Evaluate staffing needs and determines best options to fulfill.
Monitor department productivity, identify opportunities to optimize, and provide team members with direction.
Provide regular straight forward feedback.
Conduct annual reviews, midyear conversations, and quarterly check-ins.Ensures that the managers/people leaders do the same for their team members.
Accountable for developing and managing an annual department operating plan and associated budgets which are moderate to significant in size and complexity.
Understands budget drivers.
Actively reviews financials, identifies risks and opportunities, acts and communicates accordingly.
Review and approve staffing and other requests, understanding budget implications.
Understand all key processes necessary to lead a captive and outsourced 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.
Participate in the program planning process with other members of management and affected external partners.
Develop proposals, statements of work, RFP’s, and RFI’s.
Monitor operational and/or project schedules to ensure that work is on track for timely completion with high quality.
Ensure external partner and vendor coordination for processes or projects.
Provide stakeholders and leadership relevant performance updates and insights.
Bachelor’s degree in related field or the equivalent through a combination of education and work experience.
MBA or Masters’ Degree preferred.
Significant contact center experience, heavily focused on achieving client-centric measures of success.
Significant experience leading teams focused on delivering exceptional client service.
Experience working with vendors and leading vendor relationships critical to delivering service.
Expertise and/or product/program management experience, typically 10+ years with increasing levels of responsibility.
5+ years people leadership experience.
Understands the value front line customer care associates and creating an environment where their happiness translates into great client experiences.
Experience leading change.
Ability to translate business strategy into department/product/program strategy.
Ability to guide groups toward a vision and identify/develop solutions and service.
Experience with cost benefit analysis in preparing/reviewing business cases.
Experience developing and managing a significant department budget.
Demonstrated leadership and ability to influence others across the organization.
Demonstrated experience and knowledge of schedules, tight deadlines, and competitive demands.
Experience working with external vendors.
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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.