Contact Center Assistant Coach

The Christian Broadcasting Network (CBN) is looking for an Assistant Coach who will assist in coaching, motivating, rewarding and developing staff within our Social Media Representative team.  They will assist with facilitation of training programs.  Assistant Coaches provide live, multi-channel support to Prayer Center frontline staff and support to the contact center queues, and oversee daily activities of on-call staff, using positive reinforcement, coaching, performance measurement, feedback, and evaluation of results.

This position will work 2nd shift - 3pm-midnight. 

The successful candidate will have the following qualifications:

  • Minimum of two (2) years’ experience in a Customer Service, Quality, Social Media, and/or Contact Center background preferred
  • Excellent customer service and interpersonal skills and ability to interact with staff in a positive manner
  • Strong presentation and customer service skills
  • Ability to help coach, motivate, reward, train, and develop staff
  • Excellent verbal and written communications skills
  • Ability to solve conflicts in a cordial manner while maintaining confidentiality 
  • Ability to work independently and as an active participant in a team environment
  • Ability to positively and efficiently handle an unpredictable and fast-paced environment
  • Strong computer skills including use of Windows-based operating system, MS Office, web browser, and email program with ability to learn new software
  • Ability to communicate using multiple communication channels
  • 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
  • Experience working with remote call center agents preferred