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The Christian Broadcasting Network
Workforce Management Scheduling AnalystThe Christian Broadcasting Network • Remote, Alabama, United States
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Workforce Management Scheduling Analyst

Workforce Management Scheduling Analyst

The Christian Broadcasting Network • Remote, Alabama, United States
11 days ago
Job type
  • Full-time
  • Remote
Job description

Job Description:

  • Provide accurate scheduling for the CBN contact center workforce that meets service requirements and performance goals
  • Create and update daily and weekly net staffing requirements
  • Publish schedules that optimize staffing
  • Explore creative opportunities to improve scheduling
  • Collaborate with the WFM team to suggest and implement changes to WFM tools, software, and policies to ensure optimal efficiency in all processes and procedures
  • Facilitate ministry activities and contribute to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide

Requirements:

  • Strong working knowledge of operational procedures and core processes used in a Contact Center
  • Strong communication and presentation skills including the ability to explain detailed information in a tactful manner at all organizational levels
  • Proficient using Microsoft Excel, Word and other Microsoft Office programs with the ability to learn new software
  • Experience using Contact Center WFM systems and software (such as Genesys Cloud) preferred
  • Experience in a contact center environment involving an operational role a plus
  • Self-motivated with ability to work independently and take initiative on projects as well as the capacity to delegate or involve other stakeholders and team members with minimal direction
  • High level of accuracy in all work as well as a commensurate skill level to review personal work and complete all projects in the required timeframe
  • Excellent interpersonal skills with ability to establish professional rapport with all levels of management, staff and outside public
  • Ability to work in a structured, fast-paced environment, and quickly adapt to change
  • Punctual attendance with the ability to work weekends and some holidays as needed and/or required by management
  • Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
  • BA/BS or higher in a relevant field of study (i.e. Business, Mathematics, and Logistics) or equivalent work-related experience in a contact center environment preferred
  • Ability to maintain a distraction-free home work environment
  • Ability to maintain consistent access to a high-speed cable or fiber internet router
  • Good manual dexterity with ability to sit for extended periods of time at a computer workstation
  • Demonstrate life application of Biblical principles and practices in alignment with CBN’s nonprofit Christian mission.

Benefits:

  • Competitive salary
  • Benefits package including healthcare for full time positions
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Workforce Management Scheduling Analyst • Remote, Alabama, United States

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