Workforce Specialist - Seasonal

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

M onitor and track content in Mission Control phone and e-mail queues and respond within Service Level Agreements (SLA)

Pull o perational e scalation 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

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

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

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.