Senior Business Analyst, Agent Process Optimization

Role Description

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.

Qualifications

• 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
• 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

Benefits

• Medical and prescription drug coverage
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan)
• Employee Assistance Program
• (Virtual) fitness center programs
• Associate discount program
• Automatic enrollment in Business Travel Accident Insurance
• Associate Tax Prep benefit

Pay Range

The pay range for this position is $89,800.00 - $134,700.00/Yr. Local minimum wage laws apply. 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.