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Christian Broadcasting Network - CBN spreads the message of the Christian faith throughout the world with multifaceted operations for television broadcasting, d
Workforce Management Planning Analyst
Location
Alabama + 9 moreAll locations: Alabama | Florida | Kansas | North Carolina | Oklahoma | Mississippi | South Carolina | Tennessee | Texas | Virginia
Posted
72 days ago
Salary
0
Seniority
Mid Level
Job Description
Workforce Management Planning Analyst
Christian Broadcasting Network - CBN
• Analyze all contact and staffing data in order to forecast contact volumes and required staffing based on workload • Produce staffing plans that track historical data to determine trends • Work closely with the WFM Scheduling Analyst and WFM Manager to improve and implement any approved changes to processes and procedures • Serve in this position facilitates ministry activities and contributes to CBN’s Biblical mission
Job Requirements
- BA/BS in a Business or Mathematics or equivalent work-related experience
- 2+ years’ experience in a contact center environment involving an administration or operational function
- 1+ years’ experience using WFM enterprise software 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
- Advanced skills with Excel, PowerPoint, Word, and reporting software
- 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 closely with Forecasting, Reporting, Intraday, WFM, and management team members
- 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
- Strong ability to maintain consistent punctuality and attendance
- Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
- Demonstrate life application of Biblical principles and practices in alignment with CBN’s nonprofit Christian mission.
Benefits
- Competitive salary
- Healthcare for full time positions
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