Note: The job is a remote job and is open to candidates in USA. Lifeway Christian Resources is a faith-based organization seeking a Service Cloud Data Analyst to support its contact center technology and workforce management operations. The role administers and optimizes Service Cloud Voice, AWS telephony, and Calabrio systems while analyzing data, developing forecasts, and delivering performance and financial reporting to support leadership decisions.
Responsibilities
- Lives out Lifeway’s mission and values, showing deep commitment to Kingdom work
- 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
- Limited travel: 2-4 times per year, typically overnight
Skills
- Bachelor's degree in Business, Information Systems, Data Analytics, or a related field, *required*
- Master's degree in Business, Information Systems, Data Analytics, or a related field, *not required*
- Advanced graduate degree (PhD, etc.), *not 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
- AWS certification or demonstrated experience with AWS Connect or similar cloud telephony platforms
- SQL proficiency for querying and analyzing data
- Background in contact center supervision or workforce planning
- Familiarity with variable pay, sales incentive, or financial reporting processes
Benefits
- Remote-eligible Work from Anywhere (WFA) arrangement with autonomy and flexibility with work hours
- Equipment and resources to ensure team members have access to a productive and ergonomic workspace
- All-team meetings several times per year
- Travel provided for key team gatherings for remote-based team members
- Healthcare benefits for eligible full-time employees
- Vacation time for eligible full-time employees
- Sick time for eligible full-time employees
- Holiday pay for eligible full-time employees
- Care days for eligible full-time employees
- 401(k) plan for eligible full-time employees
- Maternity and paternity leave for eligible full-time employees
- Adoption assistance for eligible full-time employees
- Mission trip time for eligible full-time employees
Company Overview