Job 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