Experienced Remote Contact Center Digital Assistant Coach – Hybrid Work Model with Competitive Salary and Benefits

About The Christian Broadcasting Network (CBN)

The Christian Broadcasting Network (CBN) is a global nonprofit ministry dedicated to sharing the love of God through digital content, traditional media, and humanitarian aid. With a rich history of serving the world with the Gospel, CBN has established itself as a leader in the broadcasting industry. Our mission is to demonstrate the love of God by sharing the Gospel with the world, and we're seeking a talented Remote Contact Center Digital Assistant Coach to join our team.

Job Summary

We're on a mission to find a skilled Remote Contact Center Digital Assistant Coach to support our coaching team in serving our Prayer Center digital agents. This hybrid work model position combines remote work with time in our Remote office, offering a unique opportunity for the right candidate to make a meaningful impact. As a key member of our team, you'll assist with coaching, motivating, celebrating, and developing agents to accomplish the mission of the CBN Prayer Center. You'll also provide live interaction support to contact center digital queues, ensuring seamless communication with our audience.

Key Responsibilities

• Assist with coaching, motivating, celebrating, and developing agents to accomplish the mission of the CBN Prayer Center
• Provide live interaction support to contact center digital queues, ensuring seamless communication with our audience
• Help coach, motivate, reward, train, and develop staff to achieve their full potential
• Analyze and interpret performance data to identify trends and areas for improvement
• Develop and implement strategies to improve agent performance and customer satisfaction
• Collaborate with the coaching team to develop and implement coaching plans and initiatives
• Provide feedback and coaching to agents on their performance and areas for improvement
• Develop and maintain relationships with agents, managers, and other stakeholders to ensure effective communication and collaboration

Essential Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• Excellent ability to effectively interact with callers and consistently perform contact center processes
• Strong computer skills, including use of multiple operating systems, Office365, Hootsuite, Meta Business Manager, and CRM applications
• Ability to help coach, motivate, reward, train, and develop staff
• Past Social Media marketing or campaign experience preferred
• Strong working knowledge of a contact center environment preferred
• Fluent in English and Spanish preferred, with ability to communicate professionally, both verbally and in writing
• Strong ability to analyze and interpret performance data
• Strong knowledge of biblical principles with ability to spiritually lead a team
• Ability to work occasional weekends and holidays as needed
• Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols
• Good manual dexterity with ability to sit for extended periods of time at a computer workstation

Preferred Qualifications

In addition to the essential qualifications, we're looking for candidates with the following preferred qualifications:

• Experience working in a contact center environment
• Knowledge of CRM software and data analysis tools
• Experience with coaching and developing staff
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information
• Strong knowledge of biblical principles and ability to spiritually lead a team

Career Growth Opportunities and Learning Benefits

At CBN, we're committed to helping our employees grow and develop in their careers. As a Remote Contact Center Digital Assistant Coach, you'll have opportunities to:

• Develop your coaching and leadership skills
• Gain experience working in a contact center environment
• Improve your analytical and problem-solving skills
• Develop your knowledge of CRM software and data analysis tools
• Participate in training and development programs to enhance your skills and knowledge

Work Environment and Company Culture

CBN is a professional and rewarding work environment that values its employees and provides a competitive salary and benefits package. As a Remote Contact Center Digital Assistant Coach, you'll have the opportunity to work in a hybrid work model, combining remote work with time in our Remote office. Our company culture is built on the values of:

• Integrity
• Compassion
• Excellence
• Stewardship
• Teamwork

Compensation, Perks, and Benefits

As a Remote Contact Center Digital Assistant Coach, you'll receive a competitive salary and benefits package, including:

• Competitive salary
• Healthcare benefits for full-time positions
• 75% tuition discount from Regent University
• Opportunities for career growth and development
• Professional and rewarding work environment

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. To apply, please click the link below and submit your application. We look forward to hearing from you!

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