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Seasonal, Workforce Specialist

H&R Block

Role overview

Qualifications

  • Associate’s degree in a related field or equivalent experience
  • Call center experience
  • Proficiency in Power BI and Excel
  • Strong analytical skills, especially in workforce data analysis and forecasting

Responsibilities

  • Optimize call center staffing by monitoring resource availability and performance thresholds
  • Leverage intraday reporting tools to manage customer contact distribution
  • Provide regular updates to Workforce Planning and Client Service Organization leadership on daily trends
  • Document daily progress and activities in required logs and checklists

Key facts

Hard skills

Workforce Optimization Resource Allocation Organizational Structure Power BI Job Analysis AspectJ

Other skills

  • Analytical Skills
  • Time Management
  • Social Skills
  • Microsoft Excel
  • Forecasting
  • Communication

About the company

H&R Block logo

H&R Block

Tax Advisory & Tax Services

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve prepared approximately 800 million tax returns and grown to have approximately 12,000 offices throughout the United States and around the world. We know that tax needs and situations change from year to year. That’s why we offer new and innovative ways to prepare and file taxes so clients can choose what suits them best. We are a people company first and a tax company second. With this in mind, we deliver care in every interaction, conversation, and at each touchpoint. That’s how we build long-lasting relationships with clients, communities, and associates. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it's because our company still has the feeling of ‘family’ serving as the foundation for our associates and franchisees who bring our purpose to life each day. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more. Our ideas are rooted in unique and diverse perspectives fueled by curiosity and creativity. We’re not afraid to try new things, and never rest on past success. We are passionate in the way we advocate for each other, for our clients, and most importantly, we not only say we are better together…we truly believe it!

Company details

Company typeLarge
IndustryTax Advisory & Tax Services
Company size10001

Links

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Job description

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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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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