Senior Business Analyst – Customer Care

🔥 14 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $89.8k - $134.7k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• 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 • Exposure to Salesforce, RPA tools, or knowledge management platforms is a plus • A continuous improvement mindset and a collaborative approach to problem-solving • Strong communication and stakeholder engagement skills • Ability to manage multiple priorities in a dynamic environment

🏖️ Benefits

• Competitive pay • Medical and prescription drug coverage for qualifying associates and eligible dependents • H&R Block Retirement Savings Plan (401(k) Plan) • Employee Assistance Program • (Virtual) fitness center programs • Associate discount program • Business Travel Accident Insurance • Associate Tax Prep benefit • Potential participation in incentive compensation or short-term incentive plans