[Remote] Seasonal, Workforce Specialist

Note: The job is a remote job and is open to candidates in USA. H&R Block is dedicated to helping people and inspiring confidence in their clients and communities. As a seasonal Workforce Specialist, you will ensure smooth call center operations by monitoring call traffic and reallocating resources as needed, while also analyzing operational impacts and keeping Operations informed of any disruptions.ResponsibilitiesOptimize call center staffing by continuously monitoring resource availability, employee activity, and performance thresholds to enable timely support and effective resource reallocationLeverage 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 targetsProvide regular updates to both the Workforce Planning and Client Service Organization (CSO) leadership on daily trendsMonitor 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 processServe as point of contact for unexpected events and system outages on a global level when requiredProvide afterhours support of call center operational activitiesDocument daily progress and activities in required logs and checklistsSupport onboarding and offboarding processes to ensure agent accessibility to support tools and contact volumeCreate and maintain a culture of superior quality of workAbility to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other outside agenciesOther duties as assignedSkillsAssociate's degree in a related field or the equivalent through a combination of education and related work experienceAbility to work independently with minimal supervisionCall center experienceDemonstrated ability to produce work with a high degree of accuracyEffective time management and organization skills with the ability to handle multiple prioritiesExcellent interpersonal skills to include oral and written communication1 year minimum related work experienceProficiency in Power BI and ExcelStrong analytical skills, especially in workforce data analysis and forecastingExperience with Aspect, IEX, Blue Pumpkin, or other workforce management systemsKnowledge of contact center tools and systems to include PC, networks, or technical infrastructure environments3 years related work experienceBenefitsMedical and prescription drug coverageH&R Block Retirement Savings Plan (401(k) Plan)Employee Assistance Program(virtual) fitness center programsAssociate discount programBusiness Travel Accident InsuranceAssociate Tax Prep benefitCompany OverviewH&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.



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