Workforce Specialist-S

H&R Block Workforce Specialist-S Remote , Missouri Apply Now TheWorkforce Specialist will play a key rolein helping us develop tax pro experience and deliver the Block Experience, allowingmore clients toreceiveH&R Block’s expertise care inways that work best for them.

The selected candidatemust possessa passionforoperational excellence, an aptitude for business and technology, anda desire to drive the adoption of virtual toolsand human helpthroughout the tax preparationprocess.

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 RESPONSIBILITIESMonitor 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 includingKPIs 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.Influence hiring and training in the field to support Internal Field Agents.

Develop effective communication methods to build a sense of community across theGlobalConsumer Taxnetwork and share best practices.

Present findings and resultsregularly during tax season to cross-functional partners and field leaders.Deeply understandfeedback 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.Job ID : 515881BRAddress1 : Home Office - MOCity : RemoteState : MissouriAbout 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 - CorporateWhat you'll bring to the team.

Education : Bachelor’s degree with an emphasis in Business Management, Systems Development, or related area or equivalent combination of education and work experience.

Work Experience : 1 year Minimum related work experienceKnowledge 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.#J-18808-Ljbffr