Service Cloud Data Analyst: Telephony & Workforce Insights

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 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.