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.
- Manage real-time contact volume across service sites and teams to meet business and customer performance goals.
- Maintain workforce systems, routing configurations, access requests, and seasonal setup activities.
- Partner across teams to resolve operational issues and support execution.
- Lead communications and change management for program updates and operational impacts.
- Maintain SOPs, job aids, and escalation documentation.
- Monitor performance trends and identify service and efficiency improvements.
- Support seasonal readiness planning and workforce initiatives.
- Manage cross-functional projects from planning through implementation.
- Execute predefined escalation processes during service disruptions.
- Serve as a point of contact for operational incidents, outages, and unexpected events.
- Provide after-hours support as needed.
- Document daily activities, decisions, and operational outcomes.
- Support onboarding and offboarding activities to ensure agent readiness and tool access.
- Foster a culture of operational excellence, quality, and accountability.
- Collaborate effectively with leaders, frontline teams, vendors, and cross-functional partners.
- Perform 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:
- Experience in workforce management, operations, project management, or process improvement.
- Strong analytical skills, including workforce data analysis, forecasting, and performance monitoring.
- Proficiency with Power BI, Excel, and operational reporting tools.
- Experience creating documentation, communications, job aids, and support materials.
- Strong stakeholder management skills with the ability to collaborate across teams, systems, and vendors.
- Ability to work effectively in fast-paced, evolving environments and navigate ambiguity.
- Excellent written, verbal, and interpersonal communication skills.
- Effective time management and organizational skills, with the ability to manage multiple priorities.
- Ability to work independently with minimal supervision.
- Minimum of 1 year of related professional experience.
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.
