Service Cloud Data Analyst

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Lifeway Christian Resources

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1891

🤝 B2B

👥 B2C

📚 Education

B2B • B2C • Education

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