The Christian Broadcasting Network (CBN) is seeking a Workforce Management (WFM) Planning Analyst to analyze all contact and staffing data in order to forecast contact volumes and required staffing based on the workload for all client projects received by the CBN Contact Center. This role will produce staffing plans that track historical data to determine trends and make decisions on the short‐ and long‐term staffing needs to meet client activities and organizational business demands. The position involves many time‐sensitive duties and information, which requires the analyst to be flexible with the ability to prioritize and organize tasks accordingly.
Additionally, this role will work closely with the WFM Scheduling Analyst and WFM Manager to improve and implement any approved changes to processes and procedures involved in any of the WFM tools, software, functions, or policies. 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 50 Mbps (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
Qualifications
BA/BS in a Business or Mathematics or equivalent work‐related experience
2+ years' experience in a contact center environment involving an administration or operational function
1+ years' experience using WFM enterprise software preferred
Strong working knowledge of procedures and core processes currently used in the contact center
Knowledge of Verint Impact 360 WFM enterprise or similar software preferred
Knowledge of Interactive Intelligence platform preferred
Working knowledge of call prioritization and routing processes and IVR basics
Basic knowledge of the timekeeping process
Excellent communication and presentation skills including the ability to explain detailed qualitative and quantitative data to all levels of organizational management
Advanced skills with Excel, PowerPoint, Word, and reporting software
Demonstrate the ability to organize and analyze data, with the ability to recommend solutions to address business needs
Ability to work as a team player and provide tactful communication with employees at all levels
Ability to work closely with Forecasting, Reporting, Intraday, WFM, and management team members
Ability to work independently on projects as well as knowing when to involve other stakeholders and team members with minimal direction
High level of accuracy in all work and commensurate skill to review personal work and complete all projects in the required timeframe
Ability to delegate tasks to WFM Support Staff as well as ensure that tasks are being completed in an accurate and timely fashion
Ability to work in a structured, fast‐paced environment, and quickly adapt to change
Ability to self‐manage and take appropriate initiative
Strong ability to maintain consistent punctuality and attendance
Ability to work occasional weekends and holidays as needed
Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
Demonstrate life application of Biblical principles and practices in alignment with CBN's nonprofit Christian mission
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