• Lead People Resource Center Representative

    H&R Block (Kansas City, MO)


    Our Company

     

    We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!

     

    What you'll do...

     

    In this role, you’ll support a dynamic team of seasonal representatives dedicated to delivering exceptional service through our People Resource Center (PRC). Your mission is to foster a strong, high performing collaborative culture while ensuring staff have the tools and resources needed to provide outstanding support to our associates.

     

    You’ll work closely with PRC leadership to manage daily operations, streamline processes, and coach team members for success. In addition to handling general HR inquiries, you’ll contribute to specialized project teams focused on key PRC initiatives and targeted client support strategies.

     

    Our PRC Leads are problem-solvers - analyzing issues, documenting thoroughly, and delivering clear, effective solutions. Because great service starts with great leadership.

     

    Day to day you'll...

     

    + Responsible for following guidance from the PRC Manager (PRC PM) and collaborating closely with PRC Project Managers, your direct team, and other PRC associates on an ongoing basis

    + Communicate via MS Teams and other tools to support team inquiries and support team workload management

    + Support daily operations by managing schedule changes, tracking and monitoring associate attendance and performance, and ensuring a smooth onboarding and offboarding experience

    + Identify operational areas of improvement based on associate and process assessment and feedback and process assessment

    + Actively coach and champion your team’s development by engaging in training opportunities through partnering and leading new hire sessions, creating helpful documentation, or partnering with PRC Project Managers to support evolving needs

    + Ensure every representative has the tools and confidence to deliver exceptional service

    + Monitoring call volume and assisting in high call or case volume, when needed, to ensure calls are answered in a timely manner and disperse work to ensure it meets the SLA and is equitably distributed across the team

    + Develop subject matter expertise to effectively coach and support PRC associates on processes and procedures, including navigating programs such as HRIS and CRM systems, as well as managing files within shared drives

    + Collaborate with PRC Leadership to coordinate weekly team schedules, ensuring full workload coverage while meeting SLAs and balancing overtime and budget constraints

    + Actively participate in department staff meetings, providing valuable and inspiring feedback, assisting with the meetings as necessary

    + Regularly monitor associate achievements and progress, creating opportunities for coaching and meaningful feedback that recognize their contributions and support growth

    + Share status updates and provide thorough documentation to the associate and manager to highlight successes and ensure alignment

    + Manage escalated TPI case to review with PRC partner Compensation for HRB field associate’s

    + Foster a team environment, communicating with associates, peers, and leaders in a positive and supportive manner to seek and suggest resolutions for challenges

    + Assist PRC PM in proposing and developing training material as needed, ensuring that all new or existing materials are relevant and/or up to date

    + Participate in interview candidate selection sessions

    + Attend and/or facilitate training sessions and participate in meetings related to job duties for the position

    + Evaluate PRC off-boarding survey feedback, analysis, recommendations as well as review seasonal AES results

     

    What you'll bring to the team...

     

    + Minimum of 3 years related experience

    + Education and/or work experience necessary to demonstrate necessary skill level

    + Ability to work independently

    + Analytical and detail oriented

    + Possess problem solving skills

    + Good verbal and written communication skills required

    + Ability to communicate clearly and calmly on the telephone, email and in person

    + Ability to effectively work with strict deadlines, in a fast paced, high-volume environment. Intermediate level of applied knowledge with Microsoft Office programs; specifically, MS Teams

    + On-Camara 1:1, Meetings with Partners, Session with SR Management, Weekly team meetings

    + SME NICE ICM, Workday and iCIMs

     

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

     

    + Within 50 miles of H&R Block WHQ in Kansas City, Mo

    + Bachelor’s Degree in HR, Business, Finance or related field

    + Experience in customer service, HR or financial services position strongly preferred, preferably in service and/or client facing contact center

    + Bilingual in Spanish

    + Internet Speed of at least 15 MPBS

     

    Why work for us

     

    Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com (https://www.blockbenefits.com/public/welcome) . Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.