Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education. This role includes opportunity to receive an annual bonus target of 15% of annual eligible earnings. Actual bonus amounts are determined by length of time in role, individual performance, and organizational performance.

 Interested candidates must be willing and able to work onsite full-time in either our Melbourne, FL or Orlando, FL  office.

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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 Senior Director of Service Experience directs the day-to-day operations of a multichannel service center with a mix of onsite and remote labor force. This leader oversees the delivery of the day-to-day service center operations that includes inbound calls from Members and Providers, inbound email, quality assurance, and workforce management that support the overall service experience measured by service levels, turnaround time, the oversight of workforce management and quality assurance teams. This role provides direction to the overall service experience measured by first contact resolution (FCR), Net Promoter Score (NPS), service level (SL%), and turnaround time (TAT).

To achieve these results, the leader is required to demonstrate strong leadership skills, commitment to excellence, and continuous process improvement to drive high performance outcomes and Kingdom-Class service experience outcomes. This leader will oversee and develop direct reports and provide the motivation necessary to achieve individual, department, and Ministry-wide goals.

The leader will report to the Vice President of Customer Experience Strategy and will work across departments unit leaders in service to improving member inquiry timeliness and resolution

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Essential Job Duties & Responsibilities

• Lead, develop, manage contact center, quality assurance, and workforce management divisions for over 150 employees.
• Employ best practices from the contact center industry segment, develop, and leverage contact center productivity tools, technology, and other leading practices.
• Manage service levels and capacity plans by providing strategic direction to ensure accuracy of forecasted inbound call and email volumes and associated scheduling and staffing plans.
• Oversee accuracy of program information provided by the service organization, working closely with training and quality industry standard programs and tools.
• Develop and be accountable to budget and performance metrics.
• Develop leaders of the service center, quality assurance and workforce management functions to operate their scope of responsibilities with excellence and integrity.
• Mentor and advise over personnel management issues including discussions regarding work performance.
• Be a regular contributor to the Executive Leadership Team (ELT) meetings to ensure the operational needs of the organization are factored into strategic decisions.
• Develop and lead the implementation of transformational service organization changes that deliver on organization wide goals and strategic objectives.
• Develop and maintain a current working knowledge of contact center technologies and their application within the service center.
• Ensure any operational failures are quickly identified and communicated to external or internal business partners to maintain system health and operational reliability.
• Model member advocacy and directly advocate for membership.
• Develop and grow multi-channel service center capabilities to scale with the service center function.
• Contribute to the exercise and expression of Christian Care Ministry’s beliefs.
• All other duties as assigned

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Essential Skills & Abilities

• Solid understanding of the metrics that drive value in a healthcare and/or health plan environment.
• Knowledgeable in IVR, quality monitoring and workforce management applications.
• Proven experience and knowledge in business requirement definition, training, project management and system/process implementation.
• Analytical skills, digging deep into data to craft critical objectives, strategies, and tactics, and then turning insight into action to drive results.
• Ability to be a spiritual, inspirational, and collaborative leader adept at leading through influence.
• Ability to provide a supportive work environment, based on openness, trust and regular performance reviews.
• Ability to mentor and coach team members by sharing perspective and knowledge and maintaining open dialogue with colleagues.
• Ability to translate policy and strategy into detailed action plans and objectives.
• Excellent communication skill – ability to deliver effective multi-mode communication, training, feedback, and reports.
• Ability to apply common sense understanding to carry out instruction furnished in written, oral or diagram form.
• Ability work through problems involving several variables.

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Core Competencies/Demonstrable Behaviors

• Business Acumen – The ability to see the connection and act based on complex business and financial metrics that impact the organization and the operations of teams.
• Collaboration – Builds partnerships and works collaboratively with others to meet objectives. This role requires an elevated level of internal customer interaction to meet objectives.
• Courage – The ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism.
• Drives Results – Consistently achieves results, even under tough circumstances and tight deadlines.
• Interpersonal Savvy – Relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences.
• Manages Conflict – Handles conflict situations effectively.
• Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.

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Education and/or Experience

• Bachelor’s degree in Business Administration, Management, Economics, Sales, Service Management, Hospitality Management, or closely related field with 10+ years’ experience leading Contact Center or Customer Service Management required.
• 7+ years’ experience overseeing high volume contact center operations required, preferably in a healthcare payer organization

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Supervisory Responsibilities

• This job has supervisory responsibilities.

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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