Sr Business Analyst, Agent Process Optimization

H&R Block

2d

About The Position

The Senior Business Analyst, Agent Process Optimization on the Process Excellence team plays a key role in analyzing and improving operational processes that support frontline agents in delivering seamless customer experiences. Reporting to the Manager of Process Excellence, this role contributes to initiatives that enhance agent workflows, reduce service breaks, and improve 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.
This role emphasizes data-driven problem solving and cross-functional collaboration. The Senior Business Analyst partners with teams such as Training, Quality, Escalations, Workforce Management, Product Support & Insights, and Tooling to identify inefficiencies, gather requirements, and support the implementation of scalable solutions that drive business impact.

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
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Familiarity with performance metrics such as SLA, CpR, CES, and Agent Quality Score
• Proficiency in data analysis tools (Excel, Power BI) and process documentation tools
• A continuous improvement mindset and a collaborative approach to problem-solving
• Comfortable working independently in ambiguous environments to drive solutions for complex problems
• Strong communication and stakeholder engagement skills
• Ability to manage multiple priorities in a dynamic environment

Nice To Haves

• Exposure to Salesforce, RPA tools, or knowledge management platforms is a plus

Responsibilities

• Support process improvement efforts across contact center operations, with a focus on agent workflows, SOPs, and support tools.
• Analyze performance metrics to identify trends and recommend areas for improvement.
• Participate in stakeholder sessions to gather requirements and document process and system needs.
• Maintain process documentation, including process maps, SOPs, and knowledge articles.
• Assist in automation and intelligent process design efforts, including RPA and Salesforce integrations.
• Collaborate cross-functionally to ensure process alignment with service standards and business goals.
• Share findings and recommendations with team leads and managers to support decision-making.
• Contribute to team playbooks and best practices.
• Monitor the implementation of process changes and help assess their impact.
• Stay informed on industry trends and suggest relevant best practices.

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: Mid Level