Service Cloud Data Analyst
New
Remote position in the U.S.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisMicrosoft Excel
Requirements
- 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.
- Strong analytical, problem-solving, and cross-functional communication skills.
- Working knowledge of telephony and workforce management platforms such as Service Cloud Voice, AWS, or similar.
- Ability to travel to the Middle Tennessee area 2-4 times annually for team gatherings, with 2-3 additional trips possible.
- Actively involved in an evangelical Christian church.
Responsibilities
- Administer, configure, and maintain Service Cloud Voice and AWS telephony systems.
- Manage call queue configuration, routing, and reporting to optimize customer and agent experience.
- Serve as the primary system support contact for voice and queue-related issues.
- Develop and maintain reports, dashboards, and spreadsheets to track performance metrics.
- Produce KPI reporting and quarter-end financial reporting.
- Create and maintain forecast models for phone, chat, and email channels.
- Respond to ad hoc data analysis requests and identify trends.
- Maintain proficiency in Calabrio to support scheduling and system maintenance.
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