Note: The job is a remote job and is open to candidates in USA. Lifeway Christian Resources is seeking a Service Cloud Data Analyst to optimize contact center technology platforms and analyze data to identify trends and provide insights. This remote role involves managing contact center performance metrics and supporting decision-making through data analysis and reporting.
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
- 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
- We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace
- 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
- Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members
- Limited travel: 2-4 times per year, typically overnight
Company Overview
This is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. It was founded in 1987, and is headquartered in Bellingham, Washington, USA, with a workforce of 1001-5000 employees. Its website is https://wordsearchbible.lifeway.com/.