515881BR

　　Title:

　　Workforce Specialist-S

　　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. 

　　Job ID:

　　515881BR

　　Address1:

　　Home Office - MO

　　City:

　　Remote

　　State:

　　Missouri

　　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 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 - Corporate

　　What 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 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.

　　Posting Title:

　　Workforce Specialist - Seasonal

　　Sponsored Job:

　　#hrbjob

　　Job Family:

　　Workforce Planning

　　WOTC Eligibility Check:

　　Yes