Seasonal, Workforce Specialist at H&R Block in undefined

About the Role

As a seasonal Workforce Specialist, you will play a critical role in ensuring smooth call center operations by monitoring real-time call traffic and workforce activity. You’ll be responsible for reallocating resources as needed, coordinating communications, and analyzing operational impacts. You will also keep Operations informed of any disruptions or performance shifts.

Day to day, you'll...

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

Required Qualifications

Education:

Associate’s degree in a related field or the equivalent through a combination of education and related work experience.

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

Preferred Qualifications

Work Experience:

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

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

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

$16.06 - $24.09/Hr.

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