Contact Center Strategist

Position Summary: An experienced and compassionate Contact Center Strategist to lead and oversee the Unity Prayer Ministry.
Unity is a global prayer ministry that offers spiritual support and guidance to individuals seeking prayer.
This position is responsible for managing a team of prayer associates, ensuring the smooth operation of the ministry, and maintaining the high standards of service and affirmative prayer.
The candidate for this position must have leadership experience within a contact center.
Essential Job Functions: Provide leadership based on best practices to a team of prayer associates, fostering a positive and supportive work environment.
Set clear expectations, provide regular feedback, and facilitate the professional development of team members.
Motivate and inspire the team to deliver exceptional service and maintain a culture of compassion and empathy.
Oversee the day-to-day operations of the Unity Prayer Ministry, ensuring seamless delivery of affirmative prayer to all callers.
Develop and implement operational strategies to enhance efficiency and effectiveness.
Monitor call volumes, service levels, and other key performance indicators to optimize resource allocation and meet service targets.
Utilize technology and tools to improve processes and provide a seamless experience for callers.
Ensure that the prayer associates are trained and equipped to provide compassionate, non-judgmental, and spiritually grounded support to callers based on Unity’s Affirmative Prayer practice.
Maintain a deep understanding of the principles and teachings of Unity to guide the team in customer interactions.
Foster an environment of inclusivity, respect, and understanding, supporting various spiritual beliefs and backgrounds.
Develop and implement quality assurance programs to evaluate the overall prayer experience and ensure consistent service excellence.
Monitor and analyze caller feedback and metrics to identify areas for improvement and recommend appropriate changes.
Stay abreast of industry trends and best practices in Unity and contact center management, proactively seeking opportunities for innovation and growth.
Collaboration and Stakeholder Management: Collaborate with other leaders within Silent Unity to ensure a cohesive and integrated approach to service delivery.
Track and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics to continuously enhance the quality of training provided.
Regular and reliable attendance at the worksite, hybrid, or work from home and adhere to assigned schedule commitments.
Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements.
Utilize electronic time management system to input time, attendance, and paid time off requests.
Non-Essential Job Functions: Assist in generating reports and using data specific trends and analysis.
Support departmental and UWH-wide initiatives.
Collaborate with executive leadership and relevant stakeholders to develop and implement long-term plans and initiatives that enhance the ministry's impact and reach.
Identify opportunities for process optimization, automation, and self-service options to streamline operations and reduce costs.
Education: Bachelor's degree in a related field (e.
g.
, theology, counseling, spiritual studies) or equivalent work experience in a contact center.
License: Experience: Proven experience in contact center management, minimum of five years.
Successful leadership and team management skills, with the ability to motivate and inspire others.
Excellent interpersonal and communication skills, with a compassionate and empathetic demeanor.
Deep understanding of Unity’s spiritual principles and an ability to provide affirmative prayer support and guidance, preferred.
Or a willingness to complete SEE courses.
Exceptional organizational and problem-solving abilities, with a keen eye for detail.
Proficiency in using contact center technologies, including call management systems and reporting tools.
Commitment to personal growth and spiritual development.
Computer Skills: Competent use of MS Office Suite: Word, Excel, Outlook, PowerPoint, and Teams.
Competent use of and troubleshooting computer, device applications, and social media platforms.
Contact center technology experience preferred.
Competencies: Culture of Service: Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.
Professionalism and Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions.
Able to manage conflict in a professional and calm manner.
Leadership: Able to make supervisory decisions, based on real-time needs, in the absence of managerial support.
Confidentiality: Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.
Values: Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.
Physical and Mental Requirements: N/A Not Applicable Activity Not applicable to this occupation O Occasionally Position requires this activity up to 33% of the time (02.
5+ hrs/day) F Frequently Position requires this activity up to 33% of the time (02.
5-5.
5+hrs/day) C Constantly Position requires this activity more than 66% of the time (5.
5+ hrs/day) C Indoor Work C Use of Hands/Fingers O Outdoor Work F Sitting/Workstation O Lifting 10 Max lbs.
individually O Carry 10 Max lbs.
C Read/See F Standing/Walking C Talk/Communicate C Operate Computer C Operate Company Equipment: Telephone system, headset, calculator, copier, call center scheduling software, other office equipment Work Environment: Contact Center Environment or home office (if work from home is authorized).
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time with or without notice.