Workforce Specialist - Seasonal

Summary

H&R Block provides tax preparation services and aims to help and inspire confidence in clients and communities. The Seasonal Workforce Specialist supports smooth call center operations by monitoring real-time workforce activity, reallocating resources, coordinating communications, and analyzing operational impacts. The role also supports escalations, reporting, onboarding and offboarding, outages, and after-hours operational activities.

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 Tax Pro Review and Virtual Fulfillment 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 after-hours support of program 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 TPR 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

• Remote work arrangement