Gifthealth
Overview
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. 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 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.
Responsibilities
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.
Qualifications
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
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
Work Environment Hybrid position in Columbus, OH (on-site 3 days per week). Collaborative, team-oriented culture. 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
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.
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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. 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 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.
Responsibilities
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.
Qualifications
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
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
Work Environment Hybrid position in Columbus, OH (on-site 3 days per week). Collaborative, team-oriented culture. 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
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.
#J-18808-Ljbffr