Workforce Management Technical Support

The 700 Club Prayer Center

The Christian Broadcasting Network (CBN), is seeking a Workforce Management (WFM) Technical Support professional to provide the first line of technical support to agents and staff of the Prayer Center. Collaborate with WFM, management, and IT Service desk to actively monitor for incidents, resolve or escalate support requests, and track incidents to close.

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.

Remote Requirements:

  • Reliable high speed internet access with minimum speed of 50Mbps (no satellite dish, wireless internet service, or DSL)
  • Must have router available to hardwire into computer equipment
  • Distraction-free home work environment
  • Must reside in Florida, Kansas, North Carolina, Oklahoma, Tennessee, Texas, or Virginia

The successful candidate will have the following qualifications:

  • 2+ years’ experience in a call center environment involving an administration or operational function
  • 1+ years’ experience using WFM enterprise software preferred
  • One year of Help Desk or IT experience 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 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