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CBN CAREERS

Workforce Management Planning Analyst



Virginia Beach, VA – Ministry

The Christian Broadcasting Network (CBN), is seeking a Workforce Management (WFM) Planning Analyst to analyze all contact and staffing data in order to forecast contact volumes and required staffing based on the workload for all client projects received by the CBN Contact Center. This role will produce staffing plans that track historical data to determine trends and make decisions on the short-, and long-term staffing needs to meet client activities. These plans will guide the Contact Center response to the business needs of the client, playing a key role in how the Contact Center responds in the short-, and long-term to organizational business demands. The position involves many time sensitive duties and information, which requires the analyst to be flexible with the ability to prioritize and organize tasks accordingly. Strong written and verbal skills are required with the ability to effectively and professionally communicate at all employee levels.

Additionally, this role will work closely with the WFM Scheduling Analyst and WFM Manager to improve and implement any approved changes to processes and procedures involved in any of the WFM tools, software, functions, or policies.

The successful candidate will have the following qualifications:

  • BA/BS in a Business or Mathematics or equivalent work-related experience
  • 2+ years’ experience in a call center environment involving an administration or operational function
  • 1+ years’ experience using  WFM enterprise software preferred
  • Strong working knowledge of procedures and core processes currently used in the Contact Center
  • Knowledge of Verint Impact 360 WFM enterprise or similar software preferred
  • Knowledge of Interactive Intelligence platform preferred
  • Working knowledge of call prioritization and routing processes and IVR basics
  • Basic knowledge of the timekeeping process
  • Excellent communication and presentation skills including the ability to explain detailed qualitative and quantitative data to all levels of organizational management
  • Advanced skills with Excel, PowerPoint, Word, and reporting software
  • Demonstrated ability to organize and analyze data, with the ability to recommend solutions to address business needs
  • Ability to work as a team player and provide tactful communication with employees at all levels
  • Ability to work closely with Forecasting, Reporting, Intraday, WFM, and management team members
  • Ability to work independently on projects as well as knowing when to involve other stakeholders and team members with minimal direction
  • High level of accuracy in all work and commensurate skill to review personal work and complete all projects in the required timeframe
  • Ability to delegate tasks to WFM Support Staff as well as ensure that tasks are being completed in an accurate and timely fashion
  • Ability to work in a structured, fast-paced environment, and quickly adapt to change
  • Ability to self-manage and take appropriate initiative
  • 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

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