H&R Block este o companie americană de servicii financiare axată pe pregătirea declarațiilor fiscale, contabilitate și soluții conexe pentru consumatori și întreprinderi mici. Înființată în 1955, compania combină birouri fiscale cu activitate de retail, operațiuni de franciză și platforme digitale pentru a sprijini depunerea declarațiilor fiscale și profesioniștii din domeniul fiscal, oferind și servicii precum evidență contabilă și salarizare pentru întreprinderi mici, avansuri pentru rambursări și carduri preplătite. Activitatea sa acoperă domeniile financiar și serviciile destinate consumatorilor și companiilor, iar echipele sale susțin atât experiențele clienților în persoană, cât și pe cele online.
Senior Business Analyst, Customer Care – H&R Block (Missouri Remote)
Lead analytics and process improvement for H&R Block’s contact center operations. Improve agent workflows, support tools, automation, and service performance through cross-functional partnership.
Descriere
- Drive process improvements across contact center operations, including agent workflows, SOPs, and support tools
- Review performance data to identify trends and recommend targeted improvements
- Gather requirements from stakeholders and document process and system needs
- Keep process maps, SOPs, and knowledge articles accurate and current
- Support automation and intelligent process design initiatives involving RPA and Salesforce integrations
- Partner with teams across the business to align processes with service standards and organizational goals
- Present analysis and recommendations to team leads and managers to inform decisions
- Help develop team playbooks and share proven operating practices
- Track process changes after implementation and help evaluate their effects
- Follow industry developments and recommend applicable best practices
Cerințe
- Bachelor’s degree in business administration, operations, or a related discipline, or equivalent professional experience
- At least five years of business analysis experience, ideally in contact center or customer care operations
- Strong analytical ability with experience turning data into practical recommendations
- Working knowledge of service and quality measures including SLA, CpR, CES, and Agent Quality Score
- Experience with Excel, Power BI, and tools used for process documentation
- Exposure to Salesforce, RPA platforms, or knowledge management systems is beneficial
- A continuous improvement orientation and a cooperative approach to solving problems
- Effective communication and stakeholder relationship skills
- Ability to balance competing priorities in a fast-changing work environment
Beneficii
- Competitive compensation
- Medical and prescription drug coverage for eligible associates and dependents
- H&R Block 401(k) retirement savings plan
- Employee Assistance Program
- Virtual fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate tax preparation benefit
- Possible eligibility for incentive compensation or short-term incentive plans