The Assistant Manger assists the Christian Response Manager in providing day to day oversight of Christian Response, while directly supervising the Christian Response Inbound and Outbound Team Leads, to ensure inbound and outbound calls are handled according to department standards.

The Donor Ministries Department at BGEA works to cultivate meaningful, long-term relationships with ministry supporters and to identify, develop, and deepen new relationships with prospective donors. The goal of the department is to grow a strong base of support for decades to come. The department includes a core office staff and a regionally based field team who collectively serve the individuals, families, and foundations that support BGEA with their gifts and prayers. Through special events, personal visits, and mailings, the field team shares the work, impact, and needs of the ministry with donors and prospective donors. Included in the department is the Billy Graham Christian Response Center (CRC). Staff daily responds to phone calls and email correspondence, providing ministry information and answering spiritual questions with Biblical insight and direction. The prayer line ministry operates 24 hours a day, 7 days a week, where spiritually trained representatives and volunteers answer calls for prayer and present the Gospel. The CRC staff helps take calls on the prayer line when volume spikes due to televised spots with Rev. Franklin Graham airing on national TV. TVTM supports phone call responses to Billy Graham Classic TV programs.

The Billy Graham Evangelistic Association is a nonprofit organization that directs a range of domestic and international ministries. From its headquarters in Charlotte, N.C., the Billy Graham Evangelistic Association directs a wide range of domestic and international ministries, including: large-scale festivals led by evangelists Franklin Graham and Will Graham; The Billy Graham Library; The Billy Graham Training Center at The Cove, Blue Ridge Broadcasting which houses The Light FM located outside of Asheville, N.C.; SearchforJesus.net, an Internet evangelism project reaching thousands of people for Christ online; and many others through print, television, telephone, radio and the Internet.

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ.
• Faithfully upholds BGEA in prayer.
• Participates in daily BGEA staff devotions as schedule permits.
• Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations.
• Effectively represents Jesus Christ to those within both personal and professional spheres of influence.

Essential Duties and Responsibilities

• Assist in day to day management of Response Center operations
• Provide daily direction to the Christian Guidance staff by staying informed of additions and changes to resource information and procedures
• Ability to communicate department trends and needs to leadership and interact with others within the ministry in a clear and concise manner
• Responsible for overseeing WIKI updating and accuracy
• Assist with initial interviews and make hiring recommendations to the Christian Response Manager
• Attend all required BGEA staff and management meetings as requested
• Help develop and administer new hire training program and ensure all representatives and Team Leads have received adequate training to allow them to perform the job functions which are assigned, working with Senior Rep- Coaching & Training as applicable
• Assist in development, implementation and on-going enhancements of operational processes and procedures
• Meet regularly with manager to discuss needs of the department and create developmental activities for department staff
• Manage Outbound Team call projects
• Create analysis reports for call center management

Marginal Duties and Responsibilities

• Provide leadership to Christian Response in the absence of the Manager
• Adhere to and implement all BGEA and departmental policies and procedures
• Assist in development and implementation of departmental quality assurance programs
• Other duties as assigned

Reporting Relationships

• Reports to Christian Response Manager
• Coordinates with members of the CR Management team and other BGEA departments
• Coordinates with Business Administration Coordinator on needs, including call reports and team scheduling
• Supervise Christian Response Team Leads and the Christian Response Call Monitor

Job Specifications

Skills and Knowledge

• 3 -5 years of call center or customer service experience required
• Experience with PC’s, Windows, printers, telephone systems and copiers
• Must demonstrate strong organizational tendencies, as well as good written and verbal communication skills
• Have the ability to work with a team and through other people
• Cooperative, flexible and optimistic about change
• Excellent written and verbal skills
• Ability to encourage and motivate staff

Physical/Mental Demands

• Flexible hours will be required, as the Response Center is open 6 days a week
• Must be capable of handling multiple priorities while keeping perspective
• Must be able to handle confidential information with the utmost care

Working Conditions

• Standard cubicle environment, PC, phone, access to printer and copier
• Close interaction with other people

Employees filling regular full-time positions, who are working no less than 40 hours per week, are eligible to participate in BGEA’s benefits program.

• Medical, prescription, dental & vision insurance
• Flexible Spending Account (FSA)
• Long term and short term disability insurance
• Term Life insurance
• 401(k) retirement savings plan
• Ten paid holidays
• Minimum 12 days of vacation
• Ten sick days

Christian Purpose and Expectations: All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission.

As an employee of Billy Graham Evangelistic Association:

• I acknowledge that the Lord Jesus Christ is my personal Savior and that I am a personal representative of Him.
• I understand that BGEA is a Christian organization whose purpose is proclaiming the message of the Gospel of the Lord Jesus Christ throughout the world.
• I agree that the purpose of my employment with BGEA is to further its Christian purpose, and that I am prepared to assist in accomplishing that purpose.
• I understand that I must exhibit conduct that is consistent with BGEA’s expectations, whether at work or away from work, in keeping with scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies including Christian Conduct.

These core beliefs make up the foundation upon which all our ministry endeavors are based:

• We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world. 1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16.
• We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit. Matthew 28:19; John 10:30; Ephesians 4:4-6.
• We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15.
• We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. Furthermore we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7.
• We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10.
• We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. 1 Corinthians 15:51-57; Revelation 20:11-15.
• We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church. 1 Corinthians 12:12, 27; Ephesians 1:22-23.
• We believe that the ministry of evangelism (sharing and proclaiming the message of salvation only possible by grace through faith in Jesus Christ) and discipleship (helping followers of Christ grow up into maturity in Christ) is a responsibility of all followers of Jesus Christ. Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15.
• We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made to complete each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9.
• We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism. Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15.
• We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen. Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10.