Service Cloud Data Analyst

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

📋 Description

• Oversee the administration, configuration, and upkeep of Service Cloud Voice and AWS telephony systems.

• Handle the setup of call queues, including routing and reporting, to enhance both customer and agent experiences.

• Act as the primary point of contact for system support concerning Voice and queue-related matters.

• Collaborate with technical teams as necessary.

• Assess and deploy technologies that improve telephony and workforce management functions.

• Create and sustain reports, dashboards, spreadsheets, and pivot tables to track contact center and individual performance metrics.

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

• Develop and maintain forecasting models for phone, chat, and email channels using workforce management data and established KPIs.

• Address ad hoc data analysis requests and recognize trends.

• Provide insights to support departmental initiatives and strategic planning.

• Maintain expertise in Calabrio, assisting with employee scheduling, phone skills management, and system maintenance.

• Embody Lifeway's mission and values.

• Occasional travel 2-4 times per year, typically overnight.

⛳️ Requirements

• A Bachelor’s degree in Business, Information Systems, Data Analytics, or a related field 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, especially Salesforce Service Cloud.

• Demonstrated expertise in reporting and analytical tools, including Microsoft Excel and similar applications.

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

• Working knowledge of telephony and workforce management platforms like Service Cloud Voice, AWS, Calabrio, or comparable contact center technologies.

• Willingness to travel to the Middle Tennessee area 2-4 times per year for team meetings, with an additional 2-3 trips annually possible for project work or system implementations.

• Active participation in an evangelical Christian church.

• Salesforce-related certifications such as Salesforce Administrator, Service Cloud Consultant, or similar qualifications are preferred.

• AWS certification or relevant experience with AWS Connect or similar cloud telephony platforms is preferred.

• Proficiency in SQL for data querying and analysis is preferred.

• Background in contact center supervision or workforce planning is preferred.

• Awareness of variable pay, sales incentive, or financial reporting processes is preferred.

🏝️ Benefits

• A strong Work from Anywhere (WFA) culture that promotes autonomy and flexible working hours.

• Provision of equipment and resources to create a productive and ergonomic workspace.

• Regular all-team meetings held several times per year.

• Travel arrangements covered for key team gatherings for remote-based team members.

• Comprehensive healthcare options.

• Vacation and sick leave.

• Holiday pay.

• Care days.

• 401(k) retirement plan.

• Maternity and paternity leave.

• Adoption assistance.

• Time allocated for mission trips.

• Full-time employees are eligible for extensive benefits plans.