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

Bachelor's degree in Business, Information Systems, Data Analytics, or a related field, 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
Actively involved in an evangelical Christian church

Service Cloud Data Analyst

Key skills