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...:
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.
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
What you'll bring to the team...:
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
It would be even better if you also had...:
- 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:
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. 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.
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.
