Remote Contact Center Project Team Lead

The 700 Club Prayer Center

The Christian Broadcasting Network (CBN) is seeking a Contact Center Project Team Lead for a 24/7 Contact Center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Lead the Project Office team to prepare the Contact Center with the tools and resources to meet organizational objectives. This includes script design, knowledgebase maintenance, IVR and call routing plans, dialing execution, analysis and reporting across all channels. Will be liaison with IT for projects requiring technology support.

The successful candidate will have the following qualifications:

• 3-5 years’ experience in Contact Center operations with Contact Center leadership preferred.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Strong project management skills with ability to engage in multiple initiatives simultaneously and coordinate prioritization for the team.
• Working knowledge of digital media, consumer services and non-profit fundraising business models. Experience with Call Center systems such as ACD, Dialer, Workforce Management, etc. required.
• Strong management skills with ability to lead, train, and motivate/mentor a team.
• Proficient in MS Office with ability to learn new software.
• Strong organizational skills with keen attention to detail.
• Excellent interpersonal skills with ability to develop strong working relationships with all levels of the organization.
• Strong communication skills, both written and oral with ability to communicate technical concepts to non-technical audiences.
• Self-motivated with ability to work independently as well as be effective in a small team-oriented environment. Experience working in Agile teams a plus.
• Flexible with ability to work well under pressure and consistently meet deadlines.

CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through mass communication, digital media, and humanitarian aid. Headquartered in beautiful Virginia Beach, VA, CBN offers a professional and rewarding work environment, competitive salary, and full benefits package. 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.

We are unable to give full consideration to resumes without applications.