Business Analyst, Call Center

BrightSpring Health Services•Louisville, KY

18h•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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