Call Center Coach

The 700 Club Prayer Center

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