Seasonal Call Center Workforce Optimizer

H&R Block

Missouri

On-site

USD 22,000 - 33,000

Full time

14 days+

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Job summary

H&R Block is seeking a seasonal Workforce Specialist to monitor real-time call traffic and workforce activity, reallocating resources as needed and coordinating communications to keep operations running smoothly. You will leverage intraday reporting tools, provide daily updates to CSO leadership, and support onboarding/offboarding while maintaining SLA compliance.

Ideal candidates have an associate degree, call center experience, proficiency in Power BI and Excel, and strong analytical skills to

Qualifications

Associate’s degree or equivalent work experience.
1 year minimum related work experience.
Call center experience.
Proficiency in Power BI and Excel.
Strong analytical skills, especially in workforce data analysis and forecasting.
Ability to work independently with minimal supervision.
Excellent interpersonal and written communication skills.

Responsibilities

Optimize call center staffing by monitoring resource availability and performance thresholds.
Leverage intraday reporting to distribute customer contacts across sites and teams.
Provide daily updates to Workforce Planning and CSO leadership on trends.
Monitor queues and respond within SLA.
Serve as point of contact for unexpected events and outages globally.