Note: The job is a remote job and is open to candidates in USA. Lifeway Foods, Inc. is seeking a Service Cloud Data Analyst to administer and optimize contact center technology platforms. The role involves analyzing data from various systems to identify trends and provide insights to improve performance across multiple communication channels.
Responsibilities
- 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
- 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
- Work from Anywhere (WFA) culture that is deeply focused on our mission and values
- We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace
- Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members
- Full-time employees are eligible for enrollment in our 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, and more
Company Overview