Manager Of Workforce Management

The 700 Club Prayer Center

The Christian Broadcasting Network (CBN) is seeking a Manager of Workforce Management for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Manage and develop the WFM Analyst and Intraday Support team in all areas including budgets, forecasts, capacity models, agent technical support, intraday management and staffing to ensure the contact center operates and meets all KPI’s in an efficient and timely manner.

The successful candidate will have the following qualifications:

• BA/BS in a Business or Mathematics or equivalent work-related experience.

• Experience with contact center operations. Preferably, experience utilizing complex call center software applications to achieve business objectives.
• Minimum 3 years leadership experience preferably within a contact center environment.
• Ability to utilize complex forecasting and resource scheduling systems and processes strongly desired.
• Ability to design, development, document, and deliver business processes to enhance the operations.
• Demonstrated analytical abilities that lead to solid business recommendations. Ability to understand data, derive reports, and apply statistical and mathematical principals toward configuring WFM systems to address business needs.
• Ability to lead and manage a team to accomplish both analytical and internal service goals.
• Strong interpersonal and communication skills with the ability to communicate details, broad concepts, technical and process matters.
• Ability to work effectively and collaboratively in a fast-paced team environment.
• Ability to establish effective working relationships with individuals from diverse backgrounds and abilities.

CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through mass communication, digital media, and humanitarian aid. Headquartered in beautiful Virginia Beach, VA, CBN offers a professional and rewarding work environment, competitive salary, and full benefits package. If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN job board at www.cbn.com.

We are unable to give full consideration to resumes without applications.