Team Leader
On-siteBastrop, Texas, United States
Job Summary
Lead a team of Tax Advisors and Client Service Professionals by translating strategic directions into disciplined daily execution, coaching staff on client-centric behaviors, and driving seasonal tax business growth. Manage office operations including appointment scheduling, capacity, and workflow while conducting daily huddles to communicate priorities and recognize performance. Serve as the on-site point of contact for escalated client concerns, perform client walk/talks to gather feedback, and coach associates using a structured roadmap to address knowledge, skill, and will gaps. Own seasonal readiness, recruit new associates, and implement new processes as designed. Transition to expanded evening and weekend hours during tax season (January through April) in a non-remote setting. Partner with the Office Experience Manager and District General Manager to execute office-level growth plans and maintain high standards of client service.
Required Qualifications
- People management experience, with a demonstrated ability to grow, develop, and hold associates accountable in a service or retail environment
- Strong client-centric mindset with a commitment to delivering differentiated, consultative client experience
- Demonstrated coaching capability — comfort observing performance, giving direct feedback, and driving behavior change
- Strong decision-making and judgment skills and the ability to function well in a fast-paced environment with minimal supervision
- Strong interpersonal and communication skills, including the ability to lead difficult conversations with clients and associates professionally
- Data fluency — comfort interpreting KPI, survey and coaching data to inform daily priorities and coaching focus
- Computer proficient with the ability to use MS Office, Teams, and office systems (Appointment Manager, Dimensions, Work Center, Copilot/Sidekick)
- Passionate, determined, and resilient with a customer-centric mindset
- Able to work a flexible work schedule and flexibility in work assignments based on business needs
- High school diploma / GED / equivalent required
Desired Qualifications
- Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards
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