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Christian Care Ministry · 1 month ago

Contact Center Supervisor

Melbourne, FL

Full-time

Onsite

Mid, Senior Level

$52K/yr - $71K/yr

3+ years exp

Christian Care Ministry is a healthcare sharing ministry for Christians that focuses on connecting people to a Christ-centered community wellness experience. The Supervisor, Contact Center is responsible for overseeing the performance of a team of front line associates to ensure excellence in serving the ministry's membership.

Financial ServicesHealth CareNon Profit

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

Maintains a complete understanding of, and have the ability to apply the CCM guidelines relating to member issues

Contribute to the exercise and expression of the Ministry’s Christian beliefs

All other duties as assigned

Qualification

Customer service experienceLeadership experienceMicrosoft OfficeCommunication skillsPlanningOrganizingCompliance knowledgeAction orientedDecision qualitySituational adaptabilityCollaborativeCustomer focus

Required

HS Diploma/GED and 3-5 years of customer service related experience required

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

Compliance – provide technical guidance on all applicable labor laws and the execution of policies

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

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

Maintains a complete understanding of, and have the ability to apply the CCM guidelines relating to member issues

Contribute to the exercise and expression of the Ministry's Christian beliefs

This job has supervisory responsibilities

Preferred

Bachelor's degree in business or related field preferred

Priority will be given to candidates with prior leadership experience in a customer service/contact center environment

Benefits

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

Company

Christian Care Ministry

Christian Care Ministry (CCM) is a non-profit that administers Medi-Share, a healthcare sharing program where Christians come together to share each other’s medical bills.

Founded in 1993

Melbourne, Florida, USA

501-1000 employees