Note: The job is a remote job and is open to candidates in USA. H&R Block is dedicated to helping people and inspiring confidence in their clients and communities. As a seasonal Workforce Specialist, you will ensure smooth call center operations by monitoring call traffic and reallocating resources as needed, while also analyzing operational impacts and keeping Operations informed of any disruptions.
Responsibilities
- Optimize call center staffing by continuously monitoring resource availability, employee activity, and performance thresholds to enable timely support and effective resource reallocation
- Leverage intraday reporting tools and processes to manage the distribution of customer contacts across multiple service sites and teams, ensuring alignment with business, customer, and vendor performance targets
- Provide regular updates to both the Workforce Planning and Client Service Organization (CSO) leadership on daily trends
- Monitor and track content in Mission Control phone and e-mail queues and respond within Service Level Agreements (SLA)
- Pull operational escalation levers per the pre-defined process
- Serve as point of contact for unexpected events and system outages on a global level when required
- Provide afterhours support of call center operational activities
- Document daily progress and activities in required logs and checklists
- Support onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume
- Create and maintain a culture of superior quality of work
- Ability to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other outside agencies
- Other duties as assigned
Skills
- Associate's degree in a related field or the equivalent through a combination of education and related work experience
- Ability to work independently with minimal supervision
- Call center experience
- Demonstrated ability to produce work with a high degree of accuracy
- Effective time management and organization skills with the ability to handle multiple priorities
- Excellent interpersonal skills to include oral and written communication
- 1 year minimum related work experience
- Proficiency in Power BI and Excel
- Strong analytical skills, especially in workforce data analysis and forecasting
- Experience with Aspect, IEX, Blue Pumpkin, or other workforce management systems
- Knowledge of contact center tools and systems to include PC, networks, or technical infrastructure environments
- 3 years related work experience
Benefits
- Medical and prescription drug coverage
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
Company Overview
H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.