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