remote
Service Cloud Data Analyst - Lifeway Christian Resources
Data Analyst
Data analyst focused on Service Cloud and contact center operations, leveraging AWS telephony and Calabrio to extract, analyze, and forecast workforce and performance metrics across multi‑channel environments.
About the role
Key Responsibilities
- Administer and optimize Service Cloud Voice and AWS telephony infrastructure to support contact center operations.
- Extract, cleanse, and analyze data from Service Cloud, Calabrio Workforce Management, and order management systems.
- Develop and maintain dashboards, reports, and forecasts that track department, team, and individual performance across telephone, email, chat, and fax channels.
- Identify trends, root causes, and actionable insights to inform leadership decisions and improve service quality.
- Collaborate with cross‑functional teams to implement data‑driven process improvements and system enhancements.
Requirements
- Proven experience with Salesforce Service Cloud, including Voice and data integration.
- Strong analytical skills with proficiency in SQL, Excel, and data visualization tools.
- Hands‑on experience with AWS telephony services and Calabrio Workforce Management.
- Excellent communication skills and ability to translate complex data into clear business insights.
- Self‑motivated, detail‑oriented, and comfortable working remotely in a fast‑paced environment.