Call Center Coach
The 700 Club Prayer Center – Virginia, Tennessee, Texas, Florida or Kansas
The Christian Broadcasting Network (CBN) is looking for a Coach to lead, positively motivate, develop, and provide necessary resources for a team of contact center agents and Assistant Coaches to achieve or exceed stated contact center performance goals. Provide real-time support to team members as well as back-up support for contact center queues.
This position will be working 2nd Shift (3pm-12am) and will need to work one weekend day a month.
The successful candidate will have the following qualifications:
- Minimum of four (4) years’ experience in a Customer Service, Quality, and/or Contact Center background preferred
- Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a team to deliver excellent results that support collective departmental goals 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 in a cordial manner while maintaining confidentiality
- Strong computer skills including use of Windows-based operating system, MSOffice, web browser, and email program with ability to learn new software
- Strong problem solving and decision-making skills
- Excellent time management and organizational skills
- Strong ability to prioritize and meet goals
- Strong ability to positively and efficiently handle an unpredictable and fast paced environment
- Ability to work well under pressure and meet deadlines
- Strong ability to work independently and as an active participant in a team environment
- Excellent interpersonal skills and ability to establish rapport with outside public and CBN staff
- Strong ability to communicate using multiple communication channels
- Strong ability to maintain consistent punctuality and attendance
- Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
* Also seeking Spanish/English bilingual candidates.*