Service Cloud Data Analyst | Remote

LifeWay Christian Resources; Nashville (TN); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Comprehensive benefits plans

401(k) plan

Flexible work hours

Remote work culture

Maternity and paternity leave

Job summary

LifeWay Christian Resources is seeking a full-time Service Cloud Data Analyst to manage and optimize contact center technology platforms. This role involves analyzing data from workforce management to create forecasts and provide insights that aid leadership.

This remote position offers flexibility and autonomy, with occasional travel to Nashville for in-person gatherings. Join a mission-driven culture and enjoy comprehensive benefits including healthcare, retirement plans, and additional leave for important life events.

Qualifications

• Proven ability in data analysis for decision-making.
• Experience with telephony and workforce management systems.
• Strong reporting and analytical skills.

Responsibilities

• Administer and maintain Service Cloud Voice and AWS telephony systems.
• Optimize call queue configuration and reporting.
• Produce KPI and quarterly financial reports.
• Evaluate and implement new technologies.

Skills

Data analysis

Telephony systems

Workforce management

Report generation

KPI tracking

Tools

Service Cloud Voice

AWS telephony infrastructure

Calabrio Workforce Management System

Job description

Overview

Lifeway is seeking a Service Cloud Data Analyst to administer andoptimizecontact center technology platforms, including Service Cloud Voice, AWS telephony infrastructure, and the Calabrio Workforce Management System. This role sources, analyzes, and interprets data from contact center workforce management and order management systems toidentifytrends, create forecasts, and provide insights that help leaders understand the meaning behind the data. The Service Cloud Data Analyst tracks andreportsdepartment, team, and individual performance across channels including telephone, email, chat, and fax.

Why Lifeway?

Lifeway 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. Whether you’re a creator or storyteller, data guru or problem-solver, or anywhere in between, if you’re passionate about serving the church, we have a place for you. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. While headquartered in Nashville, TN, many of our positions are remote-eligible and have autonomy and flexibility with work hours. We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace. We believe building relationships and community is essential to how we work together, so 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.If this sounds like a place where you would be excited to serve the kingdom of God, we would love for you to join our team.

Learn more about our culture at team.lifeway.com/culture-code

This is a remote position in the U.S. with occasional travel to Nashville for in-person team gatherings. #LI-Remote

Responsibilities

• Lives out Lifeway’s mission and values, showing deep commitment to Kingdom work
• Administering, configuring, andmaintainingService Cloud Voice and AWS telephony systems to support reliable, high-quality contact center operations
• Managing call queue configuration, routing, and reporting tooptimizecustomer and agent experience
• Serving as the primary system support contact for Voice and queue-related issues, coordinating with technical teams as needed
• Evaluating and implementingnew technologiesto enhance telephony and workforce management capabilities
• Developing andmaintainingreports, 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 andmaintainingforecast models for telephone, chat, and email channels using workforce management system data and established KPIs
• Responding to ad hoc data analysis requests,identifyingtrends, and contributing insight to departmental initiatives and strategic planning