Job Details

Remote Workforce Management Planning Analyst
Job Category: Call Center Ministry

Requisition Number: WORKF002334

Posted : April 7, 2026

Full-Time

Remote

Locations
Hiring: AL, FL, GA, KS, MS, NC, OK, SC, TN, TX, VA
United States

Description
The 700 Club Prayer Center The Christian Broadcasting Network (CBN) is seeking a Workforce Management (WFM) Planning Analyst to analyze all contact and staffing data in order to forecast contact volumes and required staffing based on the workload for all client projects received by the CBN Contact Center. This role will produce staffing plans that track historical data to determine trends and make decisions on the short‑ and long‑term staffing needs to meet client activities and organizational business demands. The position involves many time sensitive duties and information, which requires the analyst to be flexible with the ability to prioritize and organize tasks accordingly.

Additionally, this role will work closely with the WFM Scheduling Analyst and WFM Manager to improve and implement any approved changes to processes and procedures involved in any of the WFM tools, software, functions, or policies. Serving in this position facilitates ministry activities and contributes to CBN's Biblical mission to advance the Gospel of Jesus Christ worldwide.

Remote Requirements

Reliable high speed internet access with minimum speed of 50Mbps (no satellite dish, wireless internet service, or DSL)

Must have router available to hardwire into computer equipment provided by CBN

Must maintain distraction‑free home office

Qualifications

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

Excellent communication and presentation skills including the ability to explain detailed qualitative and quantitative data to all levels of organizational management

Advanced skills with Excel, PowerPoint, Word, and reporting software

Demonstrate the 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

Ability to work independently on projects as well as knowing when to involve other stakeholders and team members with minimal direction

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

Ability to self‑manage and take appropriate initiative

Strong ability to maintain consistent punctuality and attendance

Ability to work occasional weekends and holidays as needed

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

CBN offers a professional and rewarding work environment, competitive salary, and benefits package to include healthcare for full‑time positions.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

J-18808-Ljbffr