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Senior Workforce Analyst
Kansas City, MO (USA)
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Company: H&R BLOCK Contact:
Post Date: 02/12/20 Phone:
Job Type: Part Time Fax:
Reference: MOaxI7WeK7 Mailing Address:

What you'll do...



The Sr. Workforce Analyst is responsible for providing analysis and scheduling recommendations to mobilize contact center agents in multiple service center sites across the globe. The Sr. Workforce Analyst plays a critical role by ensuring the right number of agents is staffed at the right time, in the right place for inbound service demand and associated back office processing.

  • Evaluate current processes and recommend potential new processes and procedures
  • Develop and enforce consistent application of processes.
  • Assist with IVR changes as necessary
  • Document and maintain updated processes and procedures
  • Develop and maintain project plans, including resource assignments, risks and issues.
  • Depending on the group, may spend a portion of their time performing work as an individual contributor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Resource Management

  1. Following department procedures, consults with internal peer groups and business representatives to provide accurate resource allocation for projects.
  2. Monitor performance to ensure consistent, effective and efficient processes.
  3. Conducts employment interviews and hiring for our seasonal staff.
  4. Estimates project hours and resources required.
  5. Manages project work plan and resources.
  6. Monitors and provide periodic status updates on each project.
  7. Develops status reports and updates management with progress as necessary. Financial/Budget Management
  8. Assists in developing budgeting process and managing budget for group of associates.


What you'll bring to the team...

Education:
Education Bachelor's degree in a related field or the equivalent through a combination of education and related work experience

Work Experience:

  • Typically, 2+ years' experience managing projects and priorities.
  • Demonstrated analytical and problem-solving skills.
  • Effective oral, written and interpersonal communication skills.
  • Demonstrated track-record/ability to meet firm deadlines
  • Ability to multitask and to work in fast paced team environment
  • Outstanding organizational skills


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.

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