Business Analyst, Call Center

PharMerica

A Call Center Business Analyst plays a critical role in optimizing call center operations by transforming data into actionable insights. This role bridges operational processes, customer experience, and technology, ensuring that the call center remains efficient, costeffective, and aligned with organizational goals.

The ideal candidate will hold a bachelor's degree, have experience with call center performance metrics (such as AHT, FCR, CSAT, and abandonment rates), and be able to identify trends, anomalies, and opportunities for improvement.

Schedule: Monday - Friday 8am - 5pm

Remote: Can live anywhere within the Continental USA. Must be able to support the business on Central Time.

Travel: 25-50%

Benefits and perks for You!

Medical, Dental, Vision insurance
• Health Savings & Flexible Spending Accounts (up to $5,000 for childcare)
• Tuition discounts & reimbursement
• 401(k)
• Company Paid Time Off*
• Shift Differential
• DailyPay
• Pet Insurance
• Employee wellness and discount programs

Benefits may vary by employment status

• Monitors and analyzes call center performance metrics (e.g., AHT, FCR, CSAT, abandonment rates) and identify trends, anomalies, and opportunities for improvement
• Tracks, evaluates, and reports call center and agent performance using data from WFM systems, ACDs, and reporting tools
• Conducts rootcause analysis to determine performance gaps and recommend process improvements
• Assists in developing performance dashboards, standard and adhoc reports, and longrange forecasts
• Collaborates with Telecom teams to address outages, callflow setup, hoursofoperation changes, and other telephonyrelated configurations
• Supports workload forecasting, staffing analysis, and scheduling processes using historical and predictive data
• Partners with leadership to implement operational improvements focused on customer experience and efficiency
• Evaluates the effectiveness of AIdriven call center solutions and automated interactions as these tools become more integrated into operations
• Works with Pharmacy Directors, District Pharmacy Directors & IT teams to share insights and align on solutions
• Communicates insights effectively to nontechnical stakeholders across the organization

• Bachelor's degree in Business, Analytics, Statistics, Computer Science, or related field required
• Strong analytical and problem solving skills with the ability to work with large datasets required
• Proficiency in Excel and data analysis tools such as SQL, Power BI, and Tableau required
• Excellent verbal and written communication skills required
• Experience with call center software, CRM systems, or contact center technologies required
• Experience in customer service or call center operations preferred
• Familiarity with conversational AI or AI enabled call center technologies preferred
• Knowledge of WFM tools (preferably Verint), ACD systems (preferably Nice), and IVR reporting preferred
• Data interpretation and reporting
• Root cause analysis
• Communication & stakeholder management
• Process optimization
• Time management and multitasking
• Team collaboration and independence