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 office 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 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 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
- Coaching 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 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