Call Center Operations Analyst

Digital Optimization Center – Remote (U.S. based)

The Christian Broadcasting Network (CBN) is seeking an experienced Call Center Operations Analyst to provide monitoring, reporting, and performance analysis of outbound calling activities.  This professional will understand how the outbound channel fits within the marketing goals and organizational KPIs to produce continual improvement in the use of the outbound channel. 

Daily responsibilities include providing data, analysis, forecasting, modeling, and trends to inform stakeholders and optimize marketing plans. Performing close analysis of the dialer operations and outbound call execution to identify trends for prospect interactions resulting in member conversion and interaction best practices.

The successful candidate will have the following qualifications:

  • Two or more years of experience in call center operations, and/or outbound marketing operations
  • Strong familiarity with outbound dialing operations
  • Experience with predictive dialing and proven ability to enhance dialing operations  
  • Strong analytical skills, including the ability to analyze raw data, draw conclusions and summarize actionable recommendations and their forecasted outcomes 
  • Capable of working with large amounts of data to support or refute a hypothesis 
  • Ability to thrive in a highly quantitative, fast-paced environment with changing business needs 
  • High degree of initiative, personal responsibility, and ownership 
  • Strong critical thinking with problem solving abilities
  • Ability to effectively prioritize and manage multiple projects simultaneously while meeting deadlines; strong time management skills 
  • Ability to foster relationships with cross-functional counterparts and key stakeholders at all levels of the organization 
  • Excellent written and verbal communication skills 
  • Bachelor's Degree in Marketing, Business, or other related field; or equivalent work experience 
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