Workforce Management Scheduling Analyst

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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