Service Cloud Data Analyst

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

📋 Description

• Overseeing the administration, configuration, and maintenance of Service Cloud Voice and AWS telephony systems to ensure dependable and high-quality contact center operations.

• Administering call queue configurations, routing, and reporting to enhance both customer and agent experiences.

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

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

• Creating and maintaining reports, dashboards, spreadsheets, and pivot tables to monitor contact center performance metrics as well as individual performance.

• Generating KPI reports and quarterly financial reports to aid leadership in decision-making processes.

• Developing and sustaining forecast models for telephone, chat, and email channels using data from the workforce management system and established KPIs.

• Addressing ad hoc data analysis requests, identifying trends, and providing insights for departmental initiatives and strategic planning.

• Keeping up-to-date proficiency in Calabrio while supporting employee scheduling, phone skills management, and system maintenance.

⛳️ 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 comparable analytical position.

• Proven experience with workforce management systems, with a preference for Calabrio.

• Familiarity with CRM platforms, preferably Salesforce Service Cloud.

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

• Strong analytical, problem-solving, collaboration, and cross-functional communication capabilities.

• Practical knowledge of telephony and workforce management platforms such as Service Cloud Voice, AWS, Calabrio, or equivalent contact center technologies.

• Active involvement in an evangelical Christian church.

🏝️ Benefits

• Comprehensive benefits packages that include healthcare coverage.

• Vacation and sick leave.

• Holiday compensation.

• Care days.

• 401(k) retirement plan.

• Maternity and paternity leave options.

• Adoption assistance programs.

• Time off for mission trips.