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CBN CAREERS

Contact Center Coach



Ministry – Virginia Beach, VA

The Christian Broadcasting Network (CBN) is looking for a Coach to lead, positively motivate, develop, and provide necessary resources for a team of contact center agents and Assistant Coaches to achieve or exceed stated contact center performance goals.  Provide real-time support to team members as well as back-up support for contact center queues.

The successful candidate will have the following qualifications:

  • Minimum of four (4) years’ experience in a Customer Service, Quality, and/or Contact Center background preferred
  • Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a team to deliver excellent results that support collective departmental goals in a call center environment
  • Strong ability to analyze and interpret performance data
  • Excellent presentation, customer service, verbal and written communication skills
  • Strong ability to solve conflicts in a cordial manner while maintaining confidentiality
  • Strong computer skills including use of Windows-based operating system, MSOffice, web browser, and email program with ability to learn new software
  • Strong problem solving and decision-making skills
  • Excellent time management and organizational skills
  • Strong ability to prioritize and meet goals
  • Strong ability to positively and efficiently handle an unpredictable and fast paced environment
  • Ability to work well under pressure and meet deadlines
  • Strong ability to work independently and as an active participant in a team environment
  • Excellent interpersonal skills and ability to establish rapport with outside public and CBN staff
  • Strong ability to communicate using multiple communication channels
  • Strong ability to maintain consistent punctuality and attendance
  • Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols

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