The range for this role is $52,000.00 - $71,000.00
Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education.
Interested applicants must be willing and able to work onsite full time in our Melbourne, FL office
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. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility.
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 and our Members 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.
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
- 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
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
- Compliance – provide technical guidance on all applicable labor laws and the execution of policies
Core Competencies/Demonstrable Behaviors
- Action oriented—Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Collaborates—Building partnerships and working collaboratively with others to meet shared objectives
- Manages complexity—Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Customer focus—Building strong customer relationships and delivering customer-centric solutions
- Decision quality—Making good and timely decisions that keep the organization moving forward
- Values differences—Recognizing the value that different perspectives and cultures bring to an organization
- Drives results—Consistently achieving results, even under tough circumstances
- Situational adaptability—Adapting approach and demeanor in real time to match the shifting demands of different situations
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 prior leadership experience in a customer service/contact center environment
Supervisory Responsibilities
- This job has supervisory responsibilities
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 position—including independent decision-making, access to confidential information, and potential exposure to regulated environments—candidates 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.