Real-Time Call Center Workforce Strategist

H&R Block, Inc.; Missouri; On-site; USD 22,000 - 33,000; Part time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a seasonal Workforce Specialist to ensure smooth call center operations by monitoring real-time call traffic and workforce activity. You will reallocate resources as needed and coordinate communications, keeping leadership informed of daily trends and disruptions.

Responsibilities include leveraging intraday reporting tools, managing multiple service sites, and supporting onboarding/offboarding to ensure agent access to tools.

Qualifications

• Associate’s degree in a related field or equivalent work experience.
• Experience in call center environments and ability to work independently.
• Strong time management and organizational skills with multi-priority handling.
• Excellent oral and written communication skills.

Responsibilities

• Monitor real-time call traffic and workforce activity to optimize staffing.
• Reallocate resources and coordinate communications across sites and teams.
• Provide daily updates to Workforce Planning and CSO leadership on trends.
• Track queues and SLA performance in Mission Control tools.
• Escalate operational issues per predefined processes and respond to outages.

Skills

Power BI

Excel

Analytical skills

Time management

Communication

Education

Associate’s degree

Tools

Power BI

Excel

Job description

H&R Block is seeking a seasonal Workforce Specialist to ensure smooth call center operations by monitoring real-time call traffic and workforce activity. You will reallocate resources as needed and coordinate communications, keeping leadership informed of daily trends and disruptions.

Responsibilities include leveraging intraday reporting tools, managing multiple service sites, and supporting onboarding/offboarding to ensure agent access to tools.