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

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

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

Remote position in the U.S.
Occasional travel to Nashville for in-person team gatherings (2-4 times per year, typically overnight; 2-3 additional trips possible for project work or system implementations)
Full-time employees eligible for comprehensive benefits including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more
Work from Anywhere (WFA) culture with autonomy and flexibility in work hours
Equipment and resources provided for productive and ergonomic workspace
All-team meetings several times per year; travel provided for key team gatherings

hq-lifeway is hiring a Service Cloud Data Analyst | Remote