Job Description:
Primarily responsible for monitoring call real-time traffic flow, re-allocating of resources, facilitating and coordinating various communication efforts and information in order to assess, recommend, record and report the impact of these events as well as informing Operations of the service impacts.
Day to Day, You'll...
Maximize call center staff by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources and/or maintain current levels
Utilizes intra day reports and processes to ensure allocation of contacts to multiple service sites and teams to business customer and vendor targets are met
Provides regular updates to both the Workforce Planning and Client Service Organization leadership on daily trends
Responsible for monitoring, and tracking content in Mission Control phone and e-mail queues and responding within Service Level Agreements.
Pulls Operational Escalation levers per the pre-defined process
Serves as point of contact for unexpected events and system outages on a global level when required
Provides after hours support of call center operational activities
Documents daily progress and activities in required logs and checklists
Supports onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume
Creates and maintains a culture of superior quality of work
Ability to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other outside agencies.
Other duties as assigned.
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.
It would be even better if you also had...Three years workforce management or call center experience.
Experience with Aspect, IEX, Blue Pumpkin or other Workforce Management systems
Demonstrated knowledge of contact center tools and systems to include PC, Networks or technical infrastructure environments.
What you'll bring to the team...Associate’s degree in a related field or the equivalent through a combination of education and related work experience.
One to two years call center experience, including workforce management experience or exposure.
Effective oral, written and interpersonal communication skills.
Effective time management skills and demonstrated ability to work independently and/or as part of a team.
Knowledge of call center tools and systems to including contact management systems, Microsoft Operating Systems
High degree of accuracy in produced work.
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