Are you a strategic thinker with a knack for turning data into action? As the Contact Center Workforce Manager, you'll be at the heart of our contact center operations, ensuring we deliver exceptional customer experiences by aligning resources with demand.

In this pivotal role, you'll blend data analysis, scheduling expertise, and real-time monitoring to optimize efficiency and keep our service levels on point. If you thrive in a fast-paced environment and love the challenge of creating seamless workflows, this is your chance to make a meaningful impact!

In addition, a VALUES FIT is top priority. Do our values align with yours? Mission, Beliefs & Values. If so, please read on.

This role will be on-site at our Franklin, TN offices.

Here’s just some of what you will be doing daily…

• Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
• Analyze contact center data and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with contact center managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with contact center agents, providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
• Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
• Assist in training and mentoring new workforce planners to ensure a high level of competency within the team.
• Contribute to long term planning and vision implementation through identification of strategic Contact Center initiatives, collaboration, prioritization, communication, and evaluation of results, while preserving K-LOVE’s reputation for integrity and excellence.
• Engage Senior Director of Contact Center Operations on Contact Center issues, trends, and proposals for strategic initiatives and delivery.
• Provide strategic leadership, mentoring and developing a highly competent and responsive Contact Center team, ensuring alignment of goals and ministry initiatives with K-LOVE’s mission. Foster a learning environment where training, risk management, operational best practices, and biblical values go hand in hand with creative and entrepreneurial solution that best fulfill the ministry’s mission.

We are looking for a very specific skill set and business acumen. If you can say yes to each of these requirements, then we want to meet you!

• Bachelor’s degree in business administration, statistics preferred, or combination of education/training with relevant experience.
• Certification in Workforce Management is an added plus.
• Minimum 3 years’ proven experience in contact center environment.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
• Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint, Calabrio) to forecast call volumes and create schedules.
• Proficiency in using workforce management software and tools.
• Knowledge of contact center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.
• Strong attention to detail and accuracy, with the ability to analyze data and identify patterns or trends.
• Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders.
• Ability to work collaboratively in a team environment and build strong relationships with call center managers, supervisors, and agents.
• Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements. Strong work ethic and ability to work independently with minimal supervision.
• A collaborative and flexible style, with a strong service mentality. Need to be seen as a team player.
• Excellent interpersonal skills with the ability to develop sincere business/ministry relationships.
• Strong written and verbal communication and presentation skills.
• Demonstrated commitment to the social sector with a passion for our mission and values.

Why work for Educational Media Foundation, K-LOVE/Air1?

Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values. 

What can we offer you?

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status.  However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith.  Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.”