Business Data Analyst - Call Center Job at giftHEALTH Inc in Columbus

Description:

We are seeking a Business Data Analyst to join our team and drive operational excellence in our nationwide call center and customer success functions. This role will deliver actionable, data-driven insights that improve patient experiences, support pharmacy operations, and empower internal business partners.

As part of the Business Intelligence, Data Analytics, and Data Science team, this position will collaborate with leaders across Call Center Operations, Customer Success, Pharmacy, and Supply Chain. The analyst will design and deliver scalable reporting solutions, develop advanced analytics, and champion a data-driven culture across the organization. This position will help drive real-time and near real-time measurement to power the call center operational success.

This role requires both business acumen and technical expertise to translate call center and customer success data into insights that optimize performance, elevate service, and ensure compliance in a regulated healthcare environment. The position reports to the Executive Director of Data Strategy.

Requirements:

Internal Analytics & Reporting

• Design and implement self-service data solutions and real-time reporting views for call center and customer success teams.
• Build and maintain dashboards that track operational KPIs, SLA/MSA performance, and key service measures.
• Develop and standardize metrics to measure performance, efficiency, customer satisfaction, and service quality.
• Automate reporting processes to reduce manual effort and increase scalability.
• Partner with leaders to define and track success metrics, including call handling, abandonment, workforce planning, and CSAT/FCR rates.
• Integrate insights into enterprise business intelligence and product initiatives.

Training & Enablement

• Lead training programs for business users on self-service analytics and reporting tools.
• Maintain a data dictionary, metric definitions, and standardized business rules for call center operations.
• Create documentation, FAQs, and user guides to drive adoption of analytics solutions.
• Mentor business partners on analytics best practices and improve data literacy across teams.

Process Optimization:

• Partner with call center leaders to identify opportunities for process improvements through analytics.
• Provide insights to optimize workforce scheduling, routing, escalation management, and cost efficiency.
• Collaborate with IT and business partners to ensure data accuracy, governance, and system reliability.
• Develop data quality monitoring processes to ensure integrity of KPIs.
• Support compliance and audit requirements through robust reporting and documentation

Required Qualifications:

• 5+ years of experience in call center analytics, customer success operations, or business data analytics
• Proven track record of implementing self-service analytics solutions
• Strong project management and process improvement skills
• Strong knowledge of call center operational models with integration to Pharmacy and Supply Chain workflows
• Deep understanding of compliance and regulatory requirements (HIPAA, PCI DSS, TCPA, SOC 2)

Technical Skills:

• Advanced analytics and reporting skills
• Advanced skills in SQL and Python
• Business intelligence tools (Looker, Domo, Metabase, Tableau)
• Deep understanding of data modeling and architecture
• Call Center data structures and terminology
• Ability to manage and maintain a roadmap, familiar with iterative and agile methodologies
• Advanced knowledge of AI, Prompt Engineering, Analytics, Batch, Streaming, webhooks
• In-depth knowledge of call center data structures: IVR, CTI, CRM, ACD, workforce planning, ticketing systems.
• Experience with call center platforms: Zendesk, Five9, Twilio, CallMiner, Mixpanel, Freshdesk, Hubspot, Retell.ai

Soft Skills:

• Self-starter with ability to manage multiple priorities and stakeholders.
• Strong analytical and problem-solving skills, with a passion for turning data into insights.
• Collaborative team player with the ability to lead without authority.
• Excellent written and verbal communication skills.
• Skilled trainer, coach, and knowledge sharer.
• Resilient, adaptable, and able to thrive in a fast-paced, high-growth environment.

Impact & Deliverables:

• Establish standardized frameworks for operational and service reporting.
• Enable growth and scalability by driving efficiency in call center and pharmacy operations.
• Deliver insights to improve patient experience and customer success outcomes.
• Reduce manual reporting through automation and increase adoption of self-service tools.
• Enhance data literacy and analytics culture across call center and customer success functions

Call Center and Pharmacy Industry Knowledge:

• Deep understanding of call center operations and workflows with integration to Pharmacy operation and supply chain
• Call Center Architecture: IVR, CTI, Workforce Management, Routing, Ticketing, CRM, ACD
• Customer Journey/Service Levels: SLA, Hold Times, Abandonment, FTR/FCR, CSAT
• Routing and Workforce Planning: Forecasting, scheduling, peak call times, skill inventory, labor cost optimization
• Quality and Compliance: Recording, Monitoring, PHI, Call Scoring, Audit, Data Privacy, Intervention)
• Escalation, Knowledge Base, AEPC, KPI-driven escalation rules, content management, consent
• Technology: Virtual and Human call and chat agents, Call center applications such as Zendesk, Callminer, Five9, Twilio, Mixpanel, Freshdesk, Hubspot, Telephony
• Knowledge of compliance requirements: Privacy, HIPAA, PCIDSS, FCC, TCPA, BCP/DRP, SOC 2, NICE
  Experience with managing metrics, measures and KPIs used in call centers and pharmacy ops
• Experience with digital automation and virtual agents in call center and pharmacy operations

Education:

• Bachelor’s degree in Business Analytics, Data Analytics, Information Systems or related field
• Relevant certifications in analytics or call center management is a plus
  

Work Environment:

• Collaborative, team-oriented culture.
• Hybrid position in Columbus, OH (on-site 3 days per week).
• Blend of strategic initiatives and hands-on analytics work.
• Opportunity to influence the operations of a best-in-class digital pharmacy.
• Commitment to continuous improvement and innovation.

Our Offer To Ensure You Choose Gifthealth

• Competitive salary and comprehensive benefits package (healthcare, dental, vision).
• Retirement savings plan (401k) with company match.
• Generous paid time off.
• Continuous professional development opportunities in a supportive and innovative work environment.
• A chance to be at the forefront of transforming pharmacy and directly impacting patient care.
• Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us in transforming healthcare and building the teams that make it happen. Apply today!