Service Cloud Data Analyst

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Administering, configuring, and maintaining Service Cloud Voice and AWS telephony systems to ensure dependable, high-quality contact center operations.

• Overseeing call queue setup, routing, and reporting to enhance the experience for both customers and agents.

• Acting as the main system support contact for Voice and queue-related concerns, collaborating with technical teams as necessary.

• Assessing and integrating new technologies to improve telephony and workforce management functionalities.

• Creating and sustaining reports, dashboards, spreadsheets, and pivot tables to monitor contact center and individual performance indicators.

• Compiling KPI reports and quarter-end financial summaries to assist leadership in decision-making.

• Developing and managing forecast models for telephone, chat, and email channels utilizing workforce management system data and established KPIs.

• Addressing ad hoc data analysis inquiries, recognizing trends, and contributing insights to departmental initiatives and strategic planning.

• Maintaining expertise in Calabrio while providing support for employee scheduling, phone skills management, and system upkeep.

⛳️ Requirements

• A Bachelor's degree in Business, Information Systems, Data Analytics, or a related discipline is required.

• A minimum of 3 years of experience in a call/contact center or customer service setting.

• At least 3 years of experience in data analysis, reporting, or a similar analytical position.

• Proven experience with workforce management systems, with Calabrio being preferred.

• Familiarity with CRM platforms, ideally Salesforce Service Cloud.

• Demonstrated expertise in reporting and analysis tools, including Microsoft Excel and similar software.

• Willingness to travel to the Middle Tennessee area 2-4 times per year for team meetings.

• Active involvement in an evangelical Christian church.

🏝️ Benefits

• Healthcare.

• Vacation and sick leave.

• Holiday compensation.

• Care days.

• 401(k) plan.

• Maternity and paternity leave.

• Adoption support.

• Mission trip time.

• Equipment and resources for an ergonomic workspace.