Business Analyst, Call Center

Our Company

PharMerica

Overview

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, cost‑effective, 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   

Responsibilities

• 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 root‑cause analysis to determine performance gaps and recommend process improvements
• Assists in developing performance dashboards, standard and ad‑hoc reports, and long‑range forecasts
• Collaborates with Telecom teams to address outages, call‑flow setup, hours‑of‑operation changes, and other telephony‑related 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 AI‑driven 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 non‑technical stakeholders across the organization

Qualifications

• 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

About our Line of Business

PharMerica, an affiliate of BrightSpring Health Services, delivers personalized pharmacy care through dedicated local teams, serving health care providers such as skilled nursing facilities, senior living communities, and hospitals. We also cater to individuals with behavioral needs, infusion therapy needs, seniors receiving in-home care, and patients with cancer. Operating long-term care, home infusion, and specialty pharmacies across the nation, we combine the personal touch of a neighborhood pharmacy with the resources of a national network. Our comprehensive solutions, backed by industry-leading technology and regulatory expertise, ensure accurate medication access, cost control, and compliance with best-in-class clinical standards. We are committed to enhancing resident health, reducing staff burdens, and supporting our clients' success. For more information, visit www.pharmerica.com. Follow us on Facebook, Twitter, and LinkedIn.