Workforce Specialist-S - H&R Block
Kansas City, MO
About the Job
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.
Source : H&R Block