Service Cloud Data Analyst | Remote

Lifeway Christian Resources; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Healthcare

Vacation and sick time

Holiday pay

401(k) plan

Job summary

Lifeway Christian Resources is seeking a Service Cloud Data Analyst to optimize contact center technology platforms, including Service Cloud Voice and AWS. This role will analyze workforce management data, create forecasts, and provide insights for performance metrics across various channels.

Qualified candidates should have a Bachelor’s degree and over 3 years of experience in a related role, alongside proficiency in data reporting tools. The position offers benefits, including healthcare and 401(k) plans.

Qualifications

• 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, preferably Calabrio.

Responsibilities

• Administer and maintain Service Cloud Voice and AWS telephony systems.
• Manage call queue configuration and routing.
• Produce KPI reporting and financial reports for leadership.

Skills

Data analysis

Customer service

Workforce management systems

CRM platforms

Microsoft Excel

Analytical skills

Problem-solving

Cross-functional communication

Cloud telephony platforms

Evangelical Christian involvement

Education

Bachelor’s degree in Business, Information Systems, Data Analytics, or a related field

Tools

Calabrio

Salesforce Service Cloud

AWS

Job description

Lifeway is seeking a Service Cloud Data Analyst to administer and optimize contact 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 to identify trends, create forecasts, and provide insights that help leaders understand the meaning behind the data. The Service Cloud Data Analyst tracks and reports department, team, and individual performance across channels including telephone, email, chat, and fax.

Responsibilities

• Lives out Lifeway’s mission and values, showing deep commitment to Kingdom work
• Administer, configure, and maintain Service Cloud Voice and AWS telephony systems to support reliable, high-quality contact center operations
• Manage call queue configuration, routing, and reporting to optimize customer and agent experience
• Serve as the primary system support contact for Voice and queue‑related issues, coordinating with technical teams as needed
• Evaluate and implement new technologies to enhance telephony and workforce management capabilities
• Develop and maintain reports, dashboards, spreadsheets, and pivot tables to track contact center and individual performance metrics
• Produce KPI reporting and quarter‑end financial reporting to support leadership decision‑making
• Create and maintain forecast models for telephone, chat, and email channels using workforce management system data and established KPIs
• Respond to ad hoc data analysis requests, identify trends, and contribute insight to departmental initiatives and strategic planning
• Maintain proficiency in Calabrio and support employee scheduling, phone skills management, and system maintenance
• Limited travel: 2–4 times per year, typically overnight

Qualifications

Education

• 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)

Skills, Knowledge, & Experiences – 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

Skills, Knowledge, & Experiences – Preferred

• 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

• Healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more