LifeWay Christian Resources is a nonprofit ministry headquartered in Nashville, Tennessee and a leading global provider of Christian supplies and resources. Fou
Service Cloud Data Analyst
Location
United States
Posted
12 days ago
Salary
0
Seniority
Senior
Job Description
Service Cloud Data Analyst
LifeWay Christian Resources
• 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
Job 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
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