Workforce Management Real Time Analyst

H&R Block

4h • $16 - $24 • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED