Sr Business Analyst, Agent Process Optimization

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...:

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.

Day to day, you’ll…

• 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.

What you'll bring to the team...:

Education

• Bachelor’s degree in Business Administration, Operations, or a related field — or equivalent professional experience

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

Why work for us: Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information: The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. 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. Pay Range: $89,800.00 - $134,700.00/Yr. Apply To This Job