Remote Contact Center Coach

The Christian Broadcasting Network (CBN) is seeking a Coach for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Will motivate a team of agents, individually and collectively, to accomplish the mission of the CBN Prayer Center. Minister with spiritual maturity while remaining committed to excellence, innovation, and integrity. Support in real-time agent delivery of excellent customer experience, one interaction at a time.

The work schedule for this position is Monday through Friday 3:00PM to 12:00 midnight with flexibility to work some weekend hours as needed.

The successful candidate will have the following qualifications: 

• Strong working knowledge of a contact center environment (2 - 3 years of contact center or supervisory experience preferred)
• Excellent leadership skills with ability to manage, motivate, and mentor a team to deliver excellent results in a call center environment
• Strong ability to analyze and interpret performance data
• Excellent presentation, customer service, verbal and written communication skills
• Strong ability to solve conflicts tactfully while maintaining confidentiality
• Strong computer skills including use of multiple operating systems, with ability to learn new software and platforms. Experience with Office365 preferred
• Strong problem solving and decision-making skills
• Excellent time management and organizational skills with attention to detail
• Strong ability to prioritize and meet goals
• Strong ability to positively and efficiently manage change in an unpredictable and fast paced environment
• Strong ability to work independently and collaborate in a team environment
• Excellent interpersonal skills and ability to establish rapport with CBN staff and general public
• Strong ability to effectively communicate using multiple communication channels
• Strong ability to maintain consistent punctuality and attendance
• Strong ability to solve conflicts in a cordial manner
• Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
• Strong knowledge of biblical principles and ability to spiritually lead a team
• Flexible with ability to work well under pressure and consistently meet deadlines
• Ability to maintain a home office environment conducive to confidentiality
• Must reside in Virginia, Florida, Georgia, Alabama, Oklahoma, Kansas, Tennessee, Texas, North Carolina, or South Carolina