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Overview

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. 

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, 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

Qualifications

Education

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

Masters 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 

Employment Type: FULL_TIME