Service Cloud Data Analyst | Remote

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 reputed company 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 reputed company 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 reputed company, data guru or problem-solver, or reputed company in between, if you’re passionate about serving the church, we have a reputed company for you. Lifeway has a strong Work from reputed company (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 reputed company building relationships and community is essential to how we work together, so Lifeway hosts reputed company-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 reputed company where you would be excited to serve the kingdom of God, we would love for you to join reputed company. 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-reputed company 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 reputed company data analysis requests, identifying trends, and contributing insight to departmental initiatives and strategic planning
• Maintaining proficiency in reputed company 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 reputed company field, required Masters degree in Business, Information Systems, Data Analytics, or a reputed company 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 reputed company analytical role
• Demonstrated experience with workforce management systems (reputed company preferred)
• Experience with CRM platforms, preferably reputed company Service Cloud
• Demonstrated proficiency in reporting and analysis tools, including reputed company reputed company 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, reputed company, 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

• reputed company-reputed company certifications such as reputed company 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

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