Senior Data Analyst: Call Center Analytics

Cardinal Health; United States; Remote; USD 81,000 - 116,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with my

Job summary

Cardinal Health IT Service Center Operations Data Analyst delivers high-value insights to improve performance, efficiency, and customer experience across Service Center operations. You will apply SQL, Hive, Tableau, and Alteryx to produce scalable reporting and deep-dive analytics that support operational strategies.

The role emphasizes storytelling, executive-ready visuals, and collaboration with Operations, WFM, Technology, and project teams to drive improvements and identify opportunities.

Qualifications

• Bachelor’s degree in related field, or equivalent work experience.
• 4-8 years of experience, preferred.
• Strong knowledge of call center operations, metrics, forecasting, and telephony platforms (e.g. Genesys, Verint), preferred
• Excellent communication skills to translate technical findings into actionable business insights, preferred
• Ability to perform in depth analysis on call center metrics (AHT, service levels, occupancy, shrinkage, adherence, call routing, customer behavior) to identify trends and opportunities, preferred
• Ability to build and optimize data workflows and pipelines to improve data accessibility and quality.
• Capability to do storytelling, visualization, and business-friendly communication

Responsibilities

• Applies advanced analytical methods to solve complex operational problems.
• Translates ambiguous questions into structured analytical approaches.
• Identifies trends, relationships, and root causes within large datasets.
• Communicates complex insights clearly to non-technical audiences.
• Crafts compelling visualizations and narratives that influence decisions.
• Adapts communication style for executives, managers, and frontline leaders.
• Builds strong relationships with Operations, WFM, Technology, and project teams.
• Works collaboratively to define requirements, deliver insights, and support initiatives.
• Encourages open dialogue and proactively shares information.
• Develops creative, data-driven solutions that address operational pain points.

Skills

Analytical thinking

Communication

Storytelling

Collaboration

Education

Bachelor's degree in related field, or equivalent work experience

Tools

SQL

Tableau

Hive

Alteryx

Job description

Cardinal Health IT Service Center Operations Data Analyst delivers high-value insights to improve performance, efficiency, and customer experience across Service Center operations. You will apply SQL, Hive, Tableau, and Alteryx to produce scalable reporting and deep-dive analytics that support operational strategies.

The role emphasizes storytelling, executive-ready visuals, and collaboration with Operations, WFM, Technology, and project teams to drive improvements and identify opportunities.