Supervisor, Contact Center

The range for this role is $47,000 - $61,000

Actual base pay will be determined based on a successful candidate's skills/abilities, experience, and education. This role includes opportunity to receive an annual bonus target of 5% of annual eligible earnings. Actual bonus amounts are determined by length of time in role, individual performance, and organizational performance.

Interested applicants must be willing and able to work onsite in our Melbourne, FL at least 3 times per week.

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 valuesSupervises team of Member Service Representatives by demonstrating successful continuous improvement performance techniquesSupports 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 intentUses contact center data to determine if team members are performing in acceptable ranges and reward or correct behavior as neededKeeps consistent documentation of performance feedback to staff via 1-on-1 meetings weekly, monthly, and normal review cyclesBriefs immediate manager regularly on issues or opportunities revealed through customer interactions and provides recommendations for sustained resolutionRegularly reviewing and analyzing statistical reports on agent activity, call volume, types of calls and manage accordinglyContribute to the exercise and expression of Christian Care Ministry’s Christian beliefsPerform 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 interestPlanning and Organizing – ability to work effectively without direct supervision and organize the work of others

Core Competencies/Demonstrable Behaviors

Action oriented—Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasmCollaborates—Building partnerships and working collaboratively with others to meet shared objectivesManages complexity—Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problemsCustomer focus—Building strong customer relationships and delivering customer-centric solutionsDecision quality—Making good and timely decisions that keep the organization moving forwardValues differences—Recognizing the value that different perspectives and cultures bring to an organizationDrives results—Consistently achieving results, even under tough circumstancesCoaching Effectiveness—Applies professional and interpersonal knowledge to improve team's performance

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 preferredPriority 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:

MedicalHealth Savings AccountEmployer Paid Life Insurance and Long-term Disability InsuranceDentalVisionShort-term DisabilityAccident, Critical Illness, Hospital Indemnity401(k) – up to 4% matchPaid-time off – accrued bi-weeklyWellness planEmployee Assistance ProgramAnniversary Awards ProgramBirthday Awards