Service Cloud Data Analyst | Remote

Lifeway Christian Resources•Remote,

4d•Remote

About The Position

Lifeway is seeking a Service Cloud Data Analyst to administer and optimize contact center technology platforms, including Service Cloud Voice, AWS telephony infrastructure, and the Calabrio Workforce Management System. This role sources, analyzes, and interprets data from contact center workforce management and order management systems to identify trends, create forecasts, and provide insights that help leaders understand the meaning behind the data. The Service Cloud Data Analyst tracks and reports department, team, and individual performance across channels including telephone, email, chat, and fax.

Requirements

Bachelor's degree in Business, Information Systems, Data Analytics, or a related field, required
3+ years of experience in a call/contact center or customer service environment
3+ years of experience in data analysis, reporting, or a related analytical role
Demonstrated experience with workforce management systems (Calabrio preferred)
Experience with CRM platforms, preferably Salesforce Service Cloud
Demonstrated proficiency in reporting and analysis tools, including Microsoft Excel and similar programs
Strong analytical, problem-solving, collaboration, and cross-functional communication skills
Working knowledge of telephony and workforce management platforms such as Service Cloud Voice, AWS, Calabrio, or similar contact center technologies
Ability to travel to the Middle Tennessee area 2-4 times annually for team gatherings, with 2–3 additional trips per year possible for project work or system implementations
Actively involved in an evangelical Christian church

Nice To Haves

Salesforce-related certifications such as Salesforce Administrator, Service Cloud Consultant, or similar
AWS certification or demonstrated experience with AWS Connect or similar cloud telephony platforms
SQL proficiency for querying and analyzing data
Background in contact center supervision or workforce planning
Familiarity with variable pay, sales incentive, or financial reporting processes

Responsibilities

Lives out Lifeway’s mission and values, showing deep commitment to Kingdom work
Administering, configuring, and maintaining Service Cloud Voice and AWS telephony systems to support reliable, high-quality contact center operations
Managing call queue configuration, routing, and reporting to optimize customer and agent experience
Serving as the primary system support contact for Voice and queue-related issues, coordinating with technical teams as needed
Evaluating and implementing new technologies to enhance telephony and workforce management capabilities
Developing and maintaining reports, dashboards, spreadsheets, and pivot tables to track contact center and individual performance metrics
Producing KPI reporting and quarter-end financial reporting to support leadership decision-making
Creating and maintaining forecast models for telephone, chat, and email channels using workforce management system data and established KPIs
Responding to ad hoc data analysis requests, identifying trends, and contributing insight to departmental initiatives and strategic planning
Maintaining proficiency in Calabrio and supporting employee scheduling, phone skills management, and system maintenance
Limited travel: 2-4 times per year, typically overnight