Workforce Specialist - Seasonal

What you'll do...

100% WORK FROM HOME OPPORTUNITY

Monday - Friday 8A-5P CST schedule

JOB SUMMARY

The Workforce Specialist will play a key role in helping us develop tax pro experience and deliver the Block Experience allowing more clients to receive H&R Block's expertise + care in ways that work best for them. The selected candidate must possess a passion for operational excellence an aptitude for business and technology and a desire to drive the adoption of virtual tools and human help throughout the tax preparation process. You will be part of a team that craves tough problems acts boldly demands high standards is accountable and learns from mistakes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor the shift coverage schedule adherence hours of operation forecasting oversight call volume and labor management for the Internal Field Agent Program.
• Monitor the Salesforce queues to allocate and ensure right labor is available to meet the demand.
• Support tactical implementation for Internal Field Agents including KPIs for average handle time average speed to answer intent to return care expertise and issue resolution.
• Build deliver and update ongoing customized operations reporting and analyze data metrics.
• Support Global Consumer Tax executives in defining future labor models.
• Influence hiring and training in the field to support Internal Field Agents.
• Develop effective communication methods to build a sense of community across the Global Consumer Tax network and share best practices.
• Present findings and results regularly during tax season to cross-functional partners and field leaders.
• Deeply understand feedback tools including Medallia Nexidia Salesforce Scheduling Power BI and Looker constantly searching for insights into user and tax pro needs to improve the experience.
• Be a part of H&R Block's purpose to provide help and inspire confidence in our clients and communities everywhere.

What you'll bring to the team...

Education:

• High school diploma or equivalent

Work Experience:

• 1 year Minimum related work experience
• Knowledge of relational database concepts.
• Effective verbal written and interpersonal communication skills.
• Demonstrated decision-making analytical and problem-solving skills including the ability to diagram a process and identify where the breakdowns are and the areas for improvement.
• Effective time management and organizational skills with the ability to handle multiple priorities.
• Experience using software applications such as Microsoft Project PowerPoint Word and Visio.
• Proficiency in Microsoft Excel for creating reports.
• Must have technical aptitude and be familiar with working on back-end product setups change control field maintenance data mapping vendor management and user security.
• Experience with Disaster Recovery and Business Interruption planning is a plus.

Pay 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.

About 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 12000 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.

Sponsored Job
#hrbjob