WFM Intraday Support (Nashville)

The 700 Club Prayer Center – Nashville, TN

The Christian Broadcasting Network (CBN), is seeking to add a WFM Intraday Support position to provide first-line support for daily operations, technical issues, ACD/Dialer monitoring, and intraday scheduling adjustments. This job is responsible for helping to maintain accurate scheduling information in all WFM software and tools.

This role demands strong communication skills in order to process requests and schedule adjustments in a timely and efficient manner. Responsibilities will also include the ability to track attendance, approve/deny time off requests, and assist in the administrative function of all WFM software and tools. This position is also responsible for monitoring all queues and agent statuses within in the ACD. Strong and professional communication is required at all employee levels as well as the ability to be flexible in a fast paced work environment.

The successful candidate will have the following qualifications:

  • A.A. or higher in Business/Mathematics or equivalent work-related experience
  • 2+ years’ experience in a call center environment or equivalent experience
  • Working knowledge of WFM enterprise software
  • Working knowledge of procedures and core processes currently used in the Contact Center
  • High attention to detail and skill level as well as the ability to provide solutions and be flexible in a fast paced work environment
  • Strong computer skills including use of Windows-based operating system, web browser, and email program with ability to learn new software
  • Ability to work in a structured, fast-paced environment, and quickly adapt to change
  • Strong ability to maintain consistent punctuality and attendance
  • Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
  • Work weekend and holiday rotations, providing flexibility in shift assignments as required