Senior Business Analyst – Customer Care

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Assist with enhancing processes throughout contact center operations, emphasizing agent workflows, standard operating procedures (SOPs), and support tools.

• Evaluate performance metrics to detect trends and propose areas for enhancement.

• Engage in stakeholder meetings to collect requirements and document process and system necessities.

• Keep process documentation updated, including process maps, SOPs, and knowledge articles.

• Aid in automation and intelligent process design initiatives, including robotic process automation (RPA) and Salesforce integrations.

• Work collaboratively across departments to ensure processes align with service standards and business objectives.

• Present findings and suggestions to team leads and managers to facilitate informed decision-making.

• Contribute to the development of team playbooks and best practices.

• Supervise the execution of process modifications and help evaluate their effectiveness.

• Remain updated on industry trends and recommend applicable best practices.

⛳️ Requirements

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

• Minimum of 5 years in business analysis, ideally within a contact center or customer care setting.

• Strong analytical abilities to interpret data and deliver actionable recommendations.

• Understanding of performance metrics such as SLA, CpR, CES, and Agent Quality Score.

• Expertise in data analysis tools (Excel, Power BI) and process documentation tools.

• Familiarity with Salesforce, RPA tools, or knowledge management systems is advantageous.

• A mindset focused on continuous improvement and a collaborative approach to resolving issues.

• Excellent communication and stakeholder engagement abilities.

• Capability to juggle multiple priorities in a fast-paced environment.

🏝️ Benefits

• Competitive salary.

• Medical and prescription drug coverage for eligible associates and their 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 Preparation benefit.

• Potential eligibility for incentive compensation or short-term incentive plans.