557656BRTitle:Workforce Specialist-SWhat you'll do :Primarily responsible for monitoring call real-time traffic flow, re-allocating of resources, facilitating and coordinating various communication efforts and information in order to assess, recommend, record and report the impact of these events as well as informing Operations of the service impacts.Day to Day, You'll
Maximize call center staff by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources and/or maintain current levels
Utilizes intra day reports and processes to ensure allocation of contacts to multiple service sites and teams to business customer and vendor targets are met
Provides regular updates to both the Workforce Planning and Client Service Organization leadership on daily trends
Responsible for monitoring, and tracking content in Mission Control phone and e-mail queues and responding within Service Level Agreements.
Pulls Operational Escalation levers per the pre-defined process
Serves as point of contact for unexpected events and system outages on a global level when required
Provides after hours support of call center operational activities
Documents daily progress and activities in required logs and checklists
Supports onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume
Creates and maintains 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.
557656BRAddress1:Home Office - COCity:RemoteState:ColoradoAbout H&R Block :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 grown to have approximately 12,000 offices throughout the United States and around the world.We are a people company first and a tax company second. 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 how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.Employee Type:Seasonal - CorporateIt would be even better if you also had :
Three years workforce management or call center experience.
Experience with Aspect, IEX, Blue Pumpkin or other Workforce Management systems
Demonstrated knowledge of contact center tools and systems to include PC, Networks or technical infrastructure environments.
What you'll bring to the team :
Associate’s degree in a related field or the equivalent through a combination of education and related work experience.
One to two years call center experience, including workforce management experience or exposure.
Effective oral, written and interpersonal communication skills.
Effective time management skills and demonstrated ability to work independently and/or as part of a team.
Knowledge of call center tools and systems to including contact management systems, Microsoft Operating Systems
High degree of accuracy in produced work.
Posting Title:Seasonal, Workforce SpecialistJob Family:Workforce PlanningWOTC Eligibility Check:YesPay Range Minimum:15.87Pay Range Maximum:24.04Pay 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.For best consideration, please submit your application materials by::11/25/2024
