seasonal Workforce Specialist

Role Description

As a seasonal Workforce Specialist, you will play a critical role in ensuring smooth call center operations by monitoring real-time call traffic and workforce activity. You’ll be responsible for reallocating resources as needed, coordinating communications, and analyzing operational impacts. You will also keep Operations informed of any disruptions or performance shifts.

Day to day, you'll:

• Manage real-time contact volume across service sites and teams to meet business and customer performance goals.
• Maintain workforce systems, routing configurations, access requests, and seasonal setup activities.
• Partner across teams to resolve operational issues and support execution.
• Lead communications and change management for program updates and operational impacts.
• Maintain SOPs, job aids, and escalation documentation.
• Monitor performance trends and identify service and efficiency improvements.
• Support seasonal readiness planning and workforce initiatives.
• Manage cross-functional projects from planning through implementation.
• Execute predefined escalation processes during service disruptions.
• Serve as a point of contact for operational incidents, outages, and unexpected events.
• Provide after-hours support as needed.
• Document daily activities, decisions, and operational outcomes.
• Support onboarding and offboarding activities to ensure agent readiness and tool access.
• Foster a culture of operational excellence, quality, and accountability.
• Collaborate effectively with leaders, frontline teams, vendors, and cross-functional partners.
• Perform other duties as assigned.

Qualifications

• Associate’s degree in a related field or the equivalent through a combination of education and related work experience.
• Experience in workforce management, operations, project management, or process improvement.
• Strong analytical skills, including workforce data analysis, forecasting, and performance monitoring.
• Proficiency with Power BI, Excel, and operational reporting tools.
• Experience creating documentation, communications, job aids, and support materials.
• Strong stakeholder management skills with the ability to collaborate across teams, systems, and vendors.
• Ability to work effectively in fast-paced, evolving environments and navigate ambiguity.
• Excellent written, verbal, and interpersonal communication skills.
• Effective time management and organizational skills, with the ability to manage multiple priorities.
• Ability to work independently with minimal supervision.
• Minimum of 1 year of related professional experience.

Requirements

• Experience with Aspect, IEX, Blue Pumpkin, or other workforce management systems.
• Knowledge of contact center tools and systems to include PC, networks, or technical infrastructure environments.
• 3 years related work experience.

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Participation in one or more incentive compensation or short-term incentive plans.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Company Description

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact.

Pay Range: $16.06 - $24.09/Hr.