Lead Business Analyst, Agent Process Optimization

H&R Block

94d

About The Position

The Lead Business Analyst on the Process Excellence team plays a critical role in identifying, designing, and optimizing operational processes that enable frontline agents to deliver seamless customer experiences. This role reports directly to the Manager of Process Excellence and is responsible for driving strategic initiatives that improve agent workflows, reduce service breaks, and enhance overall contact center performance. Success is measured through key performance indicators such as SLA adherence, Cost per Resolution (CpR), Customer Effort Score (CES), and Agent Quality Score. A key focus of the role is to maximize the impact of process improvements by leveraging data, automation, and cross-functional collaboration. The Lead Business Analyst partners closely with teams such as Training, Quality, Escalations, Workforce Management, and Technology Partner Management to identify inefficiencies, define requirements, and implement scalable solutions that support business growth and customer satisfaction.

Requirements

• Bachelor’s degree in Business Administration, Operations, or a related field — or equivalent professional experience.
• 5+ years of experience in business analysis, preferably in a contact center or customer care environment.
• Strategic mindset with a commitment to continuous improvement and innovation.
• Experience with performance metrics such as SLA, CpR, CES, and Agent Quality Score.
• Strong analytical skills with proven ability to interpret data and generate actionable insights.
• Proficiency in data analysis tools (Excel, Power BI) and process modeling software.
• Experience with Salesforce, RPA tools, and knowledge management platforms.
• Exceptional communication and stakeholder engagement skills.
• Proven ability to manage competing priorities and drive results in a fast-paced environment.
• Strong influencing skills, including the ability to lead through collaboration and without direct authority.
• Experience mentoring team members and contributing to a culture of excellence.

Responsibilities

• Lead process improvement initiatives across contact center operations, focusing on agent workflows, SOPs, and support tools.
• Analyze performance metrics to identify trends, gaps, and opportunities for operational enhancement.
• Facilitate stakeholder sessions to gather requirements and define process and system needs.
• Develop and maintain process documentation, including process maps, SOPs, and knowledge articles.
• Support automation and intelligent process design efforts, including RPA and Salesforce integrations.
• Collaborate cross-functionally to align process priorities with service standards and business goals.
• Present findings and recommendations to senior leadership to inform strategic planning.
• Mentor junior analysts and contribute to the development of team playbooks and best practices.
• Ensure process changes are implemented effectively and measured for impact.
• Stay current on industry trends and integrate best practices into process design and optimization.

Benefits

• 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: Mid Level
• Number of Employees: 5,001-10,000 employees