Workforce Management Real Time Analyst

Our Company: We 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 elevate 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