Service Cloud Data Analyst

🕒 June 16

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• 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

🎯 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 • Actively involved in an evangelical Christian church

🏖️ Benefits

• Comprehensive benefits plans including healthcare • Vacation and sick time • Holiday pay • Care days • 401(k) plan • Maternity and paternity leave • Adoption assistance • Mission trip time