Sr Business Analyst, Agent Process Optimization

H&R Block is committed to providing help and inspiring confidence in their clients and communities. The Senior Business Analyst, Agent Process Optimization plays a key role in analyzing and improving operational processes that support frontline agents, focusing on enhancing workflows and contact center performance.

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

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
• Exposure to Salesforce, RPA tools, or knowledge management platforms