Supervisor, Contact Center

Supervisor, Contact Center

Orlando, FL

The range for this role is $53,000 - $72,500. Actual base pay will be determined based on a successful candidate's skills/abilities, experience, and education. Interested candidates must be willing and able to work onsite full-time in our Lake Nona, FL office. Office hours and shifts range between 8 am and 7 pm ET.

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another's burdens. Through the use of Medi-Share, a healthcare sharing ministry for Christians, we cultivate that belief.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren't perfect people, we are serving our perfect God to the best of our ability.

The Job

The Supervisor, Contact Center takes ownership and initiative in the overall performance of a team of contact center front line associates to ensure effective 'over the top' excellence in serving the Christian Care Ministry membership. They exhibit the ability to lead the team both spiritually and vocationally with effectiveness towards determined KPI's and standards.

Essential Job Duties & Responsibilities

• Prays with internal/external customers and actively demonstrates biblical leadership values
• Supervises team of Member Service Representatives by demonstrating successful continuous improvement performance techniques
• Supports the operation by effectively communicating, demonstrating, inspecting, and enforcing job expectations (i.e. daily huddles, monitoring requirements, employee coaching techniques, continuous improvement methodology, policy and procedure enforcement)
• Monitors, reviews, and provides regular individualized feedback to staff in the areas affecting the quality and quantity of work.
• Communicates in a kind, clear, and concise manner that supports positive intent
• Uses contact center data to determine if team members are performing in acceptable ranges and reward or correct behavior as needed
• Keeps consistent documentation of performance feedback to staff via 1-on-1 meetings weekly, monthly, and normal review cycles
• Briefs immediate manager regularly on issues or opportunities revealed through customer interactions and provides recommendations for sustained resolution
• Regularly reviewing and analyzing statistical reports on agent activity, call volume, types of calls and manage accordingly
• Contribute to the exercise and expression of Christian Care Ministry's Christian beliefs
• Perform all other duties as assigned

Essential Skills & Abilities

• Intermediate skill with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to communicate effectively in written, oral, and digital formats that build engagement and interest
• Planning and Organizing ability to work effectively without direct supervision and organize the work of others

Core Competencies/Demonstrable Behaviors

• Action orientedTaking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• CollaboratesBuilding partnerships and working collaboratively with others to meet shared objectives
• Manages complexityMaking sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Customer focusBuilding strong customer relationships and delivering customer-centric solutions
• Decision qualityMaking good and timely decisions that keep the organization moving forward
• Values differencesRecognizing the value that different perspectives and cultures bring to an organization
• Drives resultsConsistently achieving results, even under tough circumstances
• Coaching EffectivenessApplies professional and interpersonal knowledge to improve team's performance
• Member First exhibits full commitment to serving members and/or clients by prioritizing their needs first in alignment with our program's purpose. This commitment is demonstrated through understanding of the program(s), provided through quality and timely service while exercising empathy in every interaction. Every CCM employee shares responsibility to steward resources faithfully, removing barriers to understanding, and creating accessible, connected, and Christ-centered experiences.
• Humble demonstrates Christ-Centered humility by honoring others, accepting feedback, and prioritizing collective success over individual recognition
• Hungry exhibits initiative, perseverance, and commitment to serving God through excellence. Demonstrates passion for personal and organizational growth while diligently advancing the mission of Christian Care Ministry
• Smart shows relational and emotional intelligence, communicates effectively, collaborates harmoniously, and reads social cues with grace and discernment

Education and/or Experience

• HS Diploma/GED and 3-5 years of customer service related experience required; Bachelor's degree in business or related field preferred
• Priority will be given to candidates with a minimum of 1 year leadership experience in a customer service/contact center environment

Supervisory Responsibilities

• This job has supervisory responsibilities: you will be expected to supervise a team of ~15 entry and intermediate level support contributors

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:

• 100% paid Medical for employees/99% for family
• Generous employer Health Savings Account (HSA) contributions
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
• 6 weeks of paid parental leave (for both mom and dad)
• Dental - two plans to choose from
• Vision
• Short-term Disability
• Accident, Critical Illness, Hospital Indemnity
• 401(k) up to 4% match on ROTH or Traditional contributions
• Generous paid-time off and 11 paid holidays
• Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
• Employee Assistance Program including no cost, in-person mental health visits and employee discounts
• Monetary Anniversary Awards Program
• Monetary Birthday Awards

Minimum Age Requirement: Due to the nature of the responsibilities associated with this positionincluding independent decision-making, access to confidential information, and potential exposure to regulated environmentscandidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.