What are the responsibilities and job description for the Contact Center WFM Technical Analyst position at CBN Brand?
The 700 Club Prayer Center – Virginia Beach, VA
The Christian Broadcasting Network (CBN), is looking for a Technical Analyst to provide support to Workforce Management as they assist Prayer Center agents with hardware, software, and system-related issues. Work collaboratively with WFM, IT, training, and leadership to troubleshoot, resolve, and escalate technical incidents while optimizing system performance and operational efficiency. This is a hybrid position, with some duties required to be performed on-site weekly in Virginia Beach, VA.
Work Schedule:
Monday – Friday 8:00 a.m. – 5:00 p.m. EST
Remote Requirements:
- Reliable high speed internet access with minimum speed of 50Mbps
- Must maintain distraction-free home office conducive to confidentiality
The successful candidate will have the following qualifications:
- 1 years of experience in contact center help desk support
- Excellent phone and remote technical support skills, and strong ability to troubleshoot and resolve issues
- Associates degree or higher in a field of study relevant to a call center environment (i.e. Business, Mathematics, and Logistics) or equivalent work-related experience in a contact center environment
- Excellent communication and presentation skills including the ability to explain detailed information and interact at all organizational levels
- Fluent English language skills with the ability to communicate professionally, both verbally and in writing, including proper use of sentence structure, grammar, and spelling
- Strong ability to work independently on projects with judgment and ability to collaborate with other stakeholders and team members as needed
- High level of accuracy in all work as well as a commensurate skill level to review personal work and complete all projects in a timely manner
- Experience using Microsoft Excel, Word and other Microsoft Office applications with the ability to learn new software. Experience with contact center Workforce Management systems and software preferred
- Ability to work in a structured, fast-paced environment, and adapt to change
- Ability to maintain a distraction-free home work environment conducive to confidentiality
- Ability to maintain consistent access to a high-speed cable or fiber internet router
- Good manual dexterity and the ability to sit for extended periods at a computer workstation
- Ability to bend, lift, and carry equipment weighing up to 30 pounds
- Perform as an essential team member in situations that disrupt operations, due to weather, outages, etc
- Punctual attendance with the ability to work weekends and some holidays as needed or required by management
- Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
- Ability to work on-site in Virginia Beach, VA, as needed
CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through digital content, traditional media, and humanitarian aid. CBN offers a professional and rewarding work environment, competitive salary, and benefits package to include healthcare for full time positions. If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN Job Board at www.cbn.com for application and benefit information.
We are unable to give full consideration to resumes without applications.
