Workforce Management Scheduling Analyst

Title: Remote Workforce Management Scheduling Analyst

Location: United States

Department: Call Center Ministry

Job Description:

The Christian Broadcasting Network (CBN) is seeking a Workforce Management (WFM) Scheduling Analyst to provide accurate scheduling for the CBN contact center workforce that meets service requirements and performance goals. This role creates and updates daily and weekly net staffing requirements and publishes schedules that optimize staffing. The position will explore creative opportunities to improve scheduling. The WFM Scheduling Analyst, in collaboration with the WFM team, will suggest and implement changes to WFM tools, software, and policies to ensure optimal efficiency in all processes and procedures. Serving in this position facilitates ministry activities and contributes to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide.

Remote Requirements: 

• Reliable high speed internet access with minimum speed of 50Mbps (no satellite dish, wireless internet service, or DSL)
• Must have router available to hardwire into computer equipment provided by CBN
• Must maintain distraction-free home office

The successful candidate will have the following qualifications:

• 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

CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through digital content, traditional media, and humanitarian aid. CBN offers a professional and rewarding work environment, competitive salary, and benefits package to include healthcare for full time positions.