Brooke Weidner Email & Phone Number

Virginia Beach, Virginia, United States

This senior level position is responsible for the operations of the Contact Center with a primary focus on Workforce Management, Project Office, Training, and Communications. The position will manage and develop the WFM team in all areas including budgets, forecasts, capacity models, intraday management and staffing to ensure the contact center operates and meets all KPI’s in an efficient and timely manner. Intraday Support provides 24/7 support to all CBN contact centers and remote agents with responsibility for solving technology issues, call processing concerns, attendance, urgent calls, and monitoring system functions such as the ACD and Dialer. The Project Office function coordinates with the various CBN business units to ensure the Contact Center agents are effective in handling both Inbound and Outbound call campaigns and projects. Training is responsible for preparing the newly hired agents to take live calls. Training is also responsible for developing and delivering training programs for both introducing new projects and system changes as well as continued growth and maintenance of essential prayer center skills. Communications is responsible for keeping the supervisors and agents aware and informed of key information. Additionally, Communications is to foster a sense of team, engagement and fun to ensure there is a high level of job satisfaction within the Contact Center.

Virginia Beach, Virginia

This position is responsible for the daily operations of the Contact Center with a primary focus on Workforce Management (WFM). The position will manage and develop the WFM Analyst and Intraday Support team in all areas including budgets, forecasts, capacity models, intraday management and staffing to ensure the contact center operates and meets all KPI’s in an efficient and timely manner. WFM Intraday Support provides 24/7 support to all CBN contact centers and remote agents with responsibility for solving technology issues, call processing concerns, attendance, urgent calls, and monitoring system functions such as the ACD and Dialer. This position will be working closely with the call center leadership to provide effective planning to provide exceptional service to the customers in a mixed environment that includes both inbound and outbound calls plus other interaction channels such as email and social media. This position is responsible for all technical support and WFM planning, forecasting, and scheduling across all CBN call centers, including remote agents. Workforce Management will also be responsible for all timekeeping and workforce reporting needs.

Performing long and short-term contact volume forecasting and variable staff planning for multiple workloadsCreating performance and labor analysis reports that determine staff levels based on trendsConduct strategic analysis of the accuracy of forecast to meet performance goalsAnalyzing and identify causes for missing productivity goals and provide staffing solutions/recommendations to managementActing as Subject Matter Expert for all modules in WFM Software (Verint, Impact 360)Establishing and maintain staffing schedules, on a long-term and intraday level

Virginia Beach, Va

Answering inbound callsHandling customer service concernsMaking outbound fundraising calls

Glen Allen, Va

Assisting in daily operations under the direction of the General ManagerEnsure company policies and procedures are followed by staff membersFront of house lead for ensuring customer satisfaction Train and develop new team membersEnsure best possible experience is given to guests through highest level of customer service

Forest, Va

Providing administrative support to the Director of Project Management, including organizing projects, scheduling appointments, and office tasksUsing copier, printer, fax machine, phone, and Microsoft OfficeProofing and editing projects (including emails and hard copy letters)Event planning for fundraising banquet/golf tournament, including numerous fundraising activitiesAttending weekly department meeting to discuss status and progress

Bachelor Of Science (B.S.), Religion/Religious Studies

High School, Mass Communications