Christian Response Team Lead

For over 75 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Whether you work at our headquarters in Charlotte, North Carolina, the Billy Graham Library in Charlotte, North Carolina, the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina, Blue Ridge Broadcasting (BRB) in Asheville, North Carolina, or a field office abroad, you are part of a team of committed Christians working together to reach people to the ends of the earth with the Gospel.

About the role

The Christian Response Team Lead supports the Donor Ministries Department by providing daily supervision, guidance, and support to Christian Response Representatives. This role also contributes to the hiring, training, and ongoing development of team members. The Donor Ministries Department cultivates meaningful, long-term relationships with ministry supporters and identifies, develops, and deepens new relationships with prospective ministry partners. The department includes a core office staff and a regionally based field team who collectively serve individuals, families, and foundations that support BGEA with their gifts and prayers. The Billy Graham Christian Response Center responds to phone calls and email correspondence, providing ministry information and answering spiritual questions with biblical insight. 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. TVTM supports phone call responses to Billy Graham Classic TV programs.

Ministry Requirements

• 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 including Bible reading, and leading group prayer 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

Responsibilities

• Manages, develops, and leads a team of Christian Response Representatives
• Oversees portions of Christian Response training for new hires and assists in training new team members
• Provides daily supervisory direction and leadership to the Christian Response team by staying informed of additions and changes to resource information and procedures
• Contributes to the development of Christian Response Representatives through regular, scheduled call evaluations. Provides clear, actionable feedback highlighting strengths and identifying areas for improvement. Delivers coaching and performance recommendations that enhance customer service skills and deepen understanding of ministry processes and procedures
• Discusses career goals with representatives and outlines clear steps to achieve them. Provides guidance to refine, adjust, and align individual motivations with departmental goals
• Empowers representatives to make informed decisions and offer appropriate solutions to effectively serve individuals contacting BGEA
• Maintains documentation for each representative, tracking progress, competencies, and performance metrics on a daily, monthly, and annual basis
• Provides recognition and appreciation for strong performance and achievements
• Assists with the initial screening and interview process for candidates applying for Christian Response Representative positions
• Remains prepared to handle incoming calls as needed to support increased call center volume
• Leads and coordinates regular Christian Response staff meetings
• Serves as a cooperative leader in the absence of the Christian Response Supervisor
• Adheres to and implements all BGEA policies and procedures
• Other duties as assigned

Requirements

• Supervisory/Leadership experience preferred
• Call Center or Customer Service experience preferred
• Proficient in using personal computers, including Microsoft Windows and Microsoft Office applications (e.g., Outlook, Excel)
• Experience in interviewing, hiring, and conducting performance evaluations
• Demonstrates strong verbal and written communication skills, with the ability to communicate clearly and effectively
• Ability to quickly and thoroughly absorb information and effectively communicate it to others

Physical/Mental Demands

• Requires flexibility in work schedule, including the ability to work additional hours as needed
• Ability to manage multiple priorities, issues, and processes simultaneously in a fast-paced work environment
• Ability to effectively handle difficult or emotional callers and provide guidance to representatives in managing challenging interactions
• Ability to handle confidential information with discretion
• Comfortable working in an office environment that involves prolonged periods at a desk and extensive computer use

Working Conditions

• Standard office/cubicle work environment
• Frequent interaction with team members
• Vacation and time off must be approved in advance by the Manager of Christian Response

Benefits

Full-Time employees are eligible for benefits.

Mission Statement

Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospel of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same.

Statement of Faith

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 for 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).
• We believe God wonderfully and immutably creates each person a biological male or female. These two distinct, but complementary sexes together reflect the image and likeness of God. Rejection of one’s biological sex is a rejection of God’s merciful design and creative order. (Genesis 1:26-27; Mark 10:6; 1 Corinthians 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

• 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.