Workforce Specialist - Seasonal

About the Role

As a s easonal 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 d ay, y ou'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
• 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 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 CXone, IEX, 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.

Responsibilities

• As a s easonal 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 d ay, y ou'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
• 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 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

Qualifications

• Work Experience: Experience with CXone, IEX, 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