Remote Workforce Management Scheduling Analyst

The Christian Broadcasting Network•,

20d•Remote

About The Position

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.

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
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.
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
Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
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

Nice To Haves

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
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

Responsibilities

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.
Suggest and implement changes to WFM tools, software, and policies to ensure optimal efficiency in all processes and procedures.