[Remote] Service Cloud Data Analyst | Remote

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.ResponsibilitiesLives out Lifeway’s mission and values, showing deep commitment to Kingdom workAdministering, configuring, and maintaining Service Cloud Voice and AWS telephony systems to support reliable, high-quality contact center operationsManaging call queue configuration, routing, and reporting to optimize customer and agent experienceServing as the primary system support contact for Voice and queue-related issues, coordinating with technical teams as neededEvaluating and implementing new technologies to enhance telephony and workforce management capabilitiesDeveloping and maintaining reports, dashboards, spreadsheets, and pivot tables to track contact center and individual performance metricsProducing KPI reporting and quarter-end financial reporting to support leadership decision-makingCreating and maintaining forecast models for telephone, chat, and email channels using workforce management system data and established KPIsResponding to ad hoc data analysis requests, identifying trends, and contributing insight to departmental initiatives and strategic planningMaintaining proficiency in Calabrio and supporting employee scheduling, phone skills management, and system maintenanceLimited travel: 2-4 times per year, typically overnightSkillsBachelor's degree in Business, Information Systems, Data Analytics, or a related field, required3+ years of experience in a call/contact center or customer service environment3+ years of experience in data analysis, reporting, or a related analytical roleDemonstrated experience with workforce management systems (Calabrio preferred)Experience with CRM platforms, preferably Salesforce Service CloudDemonstrated proficiency in reporting and analysis tools, including Microsoft Excel and similar programsStrong analytical, problem-solving, collaboration, and cross-functional communication skillsWorking knowledge of telephony and workforce management platforms such as Service Cloud Voice, AWS, Calabrio, or similar contact center technologiesAbility 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 implementationsActively involved in an evangelical Christian churchSalesforce-related certifications such as Salesforce Administrator, Service Cloud Consultant, or similarAWS certification or demonstrated experience with AWS Connect or similar cloud telephony platformsSQL proficiency for querying and analyzing dataBackground in contact center supervision or workforce planningFamiliarity with variable pay, sales incentive, or financial reporting processesBenefitsWork from Anywhere (WFA) cultureWe provide equipment and resources to ensure team members have access to a productive and ergonomic workspaceFull-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 moreLifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team membersLimited travel: 2-4 times per year, typically overnightCompany OverviewThis 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/.