Workforce Management Real Time Analyst

Our CompanyWe care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do...As a Workforce Real-Time Analyst, you will be instrumental in ensuring the efficiency and effectiveness of our client services organization and other supporting teams. Your role will encompass real-time performance management, agent utilization, and comprehensive reporting and analytics. You will deliver accurate and timely intraday performance reports, aiding leadership in achieving customer service and service level goals. Additionally, you will handle the onboarding and offboarding processes for internal and BPO (Business Process Outsourcing) employees, manage attendance and schedule updates, and provide workforce management support during incident management outages. Your expertise in contact center operations and workforce management principles will be crucial to our team's success. Day to day, you'll... • Monitor activities on a real-time basis and ensuring the achievement of SLAs (Service Level Agreement) metrics and interval compliance • Establish and maintain communication channels with internal and BPO (Business Process Outsourcing) leaders, escalating issues impacting volume or staffing • Process onboarding, off-boarding, and access change requests that our internal and external teams request • Collaborates with the NOC (Network Operations Center) team to escalate issues related to tools or other operational-impacting events • Perform routine system audits to ensure accurate employee records in various tools and systems • Process schedule changes to employee schedules, including adding or adjusting activity codes or attendance What you'll bring to the team...• High school diploma or equivalent • Demonstrates the ability to work independently or collaboratively as part of a team • Possesses strong oral, written, and interpersonal communication skills • Exhibits ability to have decision-making, analytical, and problem-solving skills • Exhibits organizational, prioritization, and project coordination skills • Experienced in working with Windows environments, including but not limited to Outlook, Word, Excel, and various web browsers • Capable of learning in a remote work environment It would be even better if you also had...• Associate's degree in a related field or the equivalent through a combination of education and related work experience • Good time management with the ability to work with minimal supervision and under tight timelines • Organized with the ability to quickly and effectively adapt to change • Precious Workforce Management experience Why work for usSince 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range InformationThe pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range$16.06 - $24.09/Hr. Responsibilities: <p style="margin: 0in; font-family: Arial; font-size: 11.0pt; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As a Workforce Real-Time Analyst, you will be instrumental in ensuring the efficiency and effectiveness of our client services organization and other supporting teams. Your role will encompass real-time performance management, agent utilization, and comprehensive reporting and analytics. You will deliver accurate and timely intraday performance reports, aiding leadership in achieving customer service and service level goals. Additionally, you will handle the onboarding and offboarding processes for internal and BPO (Business Process Outsourcing) employees, manage attendance and schedule updates, and provide workforce management support during incident management outages. Your expertise in contact center operations and workforce management principles will be crucial to our team's success.</span></p><p style="margin: 0in; font-family: Arial; font-size: 11.0pt;">&nbsp;</p><p style="margin: 0in; font-family: Arial; font-size: 11.0pt; color: black;"><span style="font-weight: bold; font-family: arial, helvetica, sans-serif; font-size: 12pt;">Day to day, you'll...</span></p><ul style="direction: ltr; unicode-bidi: embed; margin-top: 0in; margin-bottom: 0in;" type="disc"><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Monitor activities on a real-time basis and ensuring the achievement of SLAs (Service Level Agreement) metrics and interval compliance</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Establish and maintain communication channels with internal and BPO (Business Process Outsourcing) leaders, escalating issues impacting volume or staffing</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Process onboarding, off-boarding, and access change requests that our internal and external teams request</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborates with the NOC (Network Operations Center) team to escalate issues related to tools or other operational-impacting events</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Perform routine system audits to ensure accurate employee records in various tools and systems</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Process schedule changes to employee schedules, including adding or adjusting activity codes or attendance</span></li></ul> Qualifications: <ul style="direction: ltr; unicode-bidi: embed; margin-top: 0in; margin-bottom: 0in;" type="disc"><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Arial; font-size: 12pt;">Associate's degree in a related field or the equivalent through a combination of education and related work experience</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Arial; font-size: 12pt;">Good time management with the ability to work with minimal supervision and under tight timelines</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Arial; font-size: 12pt;">Organized with the ability to quickly and effectively adapt to change</span></li><li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Arial; font-size: 12pt;">Precious Workforce Management experience</span></li></ul> Skills: UNAVAILABLE