Service Cloud Data Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lifeway Christian Resources

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1891

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Lifeway Christian Resources is a leading provider of Christian resources, including Bibles, books, church supplies, and digital media tailored for ministry needs. They offer a wide selection of Bible studies, educational materials, and worship resources specifically designed for churches, families, and individuals, aiming to support the church's mission of discipleship and community engagement.

📋 Description

• Administer, configure, and maintain Service Cloud Voice and AWS telephony systems • Manage call queue configuration, routing, and reporting to optimize customer and agent experience • Serve as the primary system support contact for Voice and queue-related issues • Coordinate with technical teams as needed • Evaluate and implement technologies to enhance telephony and workforce management capabilities • Develop and maintain reports, dashboards, spreadsheets, and pivot tables for contact center and individual performance metrics • Produce KPI reporting and quarter-end financial reporting for leadership decision-making • Create and maintain forecast models for telephone, chat, and email channels using workforce management data and established KPIs • Respond to ad hoc data analysis requests and identify trends • Contribute insights to departmental initiatives and strategic planning • Maintain proficiency in Calabrio and support employee scheduling, phone skills management, and system maintenance • Live out Lifeway's mission and values • Travel 2-4 times per year, typically overnight

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

🏖️ Benefits

• Strong Work from Anywhere (WFA) culture with autonomy and flexibility with work hours • Equipment and resources for a productive and ergonomic workspace • All-team meetings several times per year • Travel provided for key team gatherings for remote-based team members • Healthcare • Vacation and sick time • Holiday pay • Care days • 401(k) plan • Maternity and paternity leave • Adoption assistance • Mission trip time • Full-time employees eligible for comprehensive benefits plans