Pastoral Care Team Supervisor

Educational Media Foundation - K-LOVE & Air1 • Franklin, TN

8d • Onsite

About The Position

The Pastoral Care Team Supervisor leads the Care Team in alignment with the mission and values of K-LOVE and Air1, offering hope to callers in each interaction. This is a working supervisor role that assists the Pastoral Care Team Manager with team leadership and contributes a positive, energetic influence throughout the ministry. The position is full-time and on-site at the Franklin, Tennessee office, with a Monday–Friday schedule from 1:00 p.m. to 9:30 p.m.

The supervisor directs daily work, helps schedule and focus the team, supports hiring and leader development, and manages team performance through expectations, accountability, feedback, and recognition. The role also supports training, special projects, cross-functional collaboration, reporting, and issue escalation, and serves as the point of contact when the Pastoral Care Team Manager is absent.

The supervisor responds to listener prayer needs, completes daily “Pray4One” edits, responds to emails, and protects the confidentiality of listener information and member records. The role models ministry best practices and supports personal and team spiritual, mental, physical, and relational health. It also involves mentoring and developing a competent, responsive team whose goals and practices align with EMF’s mission, operational needs, and biblical values.

Requirements

• Minimum of two years of hands-on ministry experience.
• Minimum of two years of experience working in a customer service environment; leadership experience is preferred.
• Basic to advanced knowledge of computers and common software applications.
• Knowledge of Microsoft Office products (Word, Excel, Outlook), SharePoint, Studio Enterprise, “Pray4One,” Interactive Scripter software, social media forums, and smart devices.
• Ability to communicate ideas, thoughts, and information clearly and concisely in verbal and written form through appropriate people and channels, with effective listening skills.
• Ability to work as part of a high-customer-service, multitasking, fun, and performance-oriented team.
• Strong attention to detail and accuracy, including during busy periods such as and following Pledge Drive weeks.
• Collaborative and flexible working style, strong service mentality, and ability to function as a team player.
• Excellent interpersonal skills and ability to develop sincere business and ministry relationships.
• Strong written and verbal communication and presentation skills.
• Demonstrated commitment to the social sector and passion for the organization’s mission and values.
• Must pass a pre-employment reference screen and background check.
• Must provide proof of legal authorization to work in the United States.
• Must agree with the K-LOVE Christ-Centered Life Covenant and Statement of Faith.

Nice To Haves

• Leadership experience in a customer service environment.

Responsibilities

• Direct team members’ daily activities according to work production, workflow, priorities, and staffing needs.
• Collaborate with the Care Team Manager to schedule the team, review shift objectives, and adjust team focus as needed.
• Assist with recruitment and evaluation of candidates.
• Help identify and develop new leaders and subject matter experts within the Care Team.
• Manage team performance by setting expectations, holding team members accountable, celebrating success, and providing regular feedback; partner with the Pastoral Care Team Manager on semi-annual formal feedback using the Performance Conversation Tool.
• Balance short-term daily objectives and immediate needs with long-term values, considering the impact of work as well as volume and output.
• Report progress toward goals and objectives to the Care Team Manager regularly.
• Assist with additional Care Team training identified through Quality Assurance evaluations and performance analysis.
• Collaborate with coworkers, other departments, and external partners, and represent the department at meetings as needed.
• Assist the Pastoral Care Team Manager with coordinating and implementing special projects.
• Serve as point of contact when the Pastoral Care Team Manager is absent and escalate issues as appropriate.
• Develop competence in the role and acquire a higher-level understanding of its responsibilities.
• Respond appropriately and sensitively to listener prayer needs, complete daily “Pray4One” edits, and respond to emails.
• Maintain confidentiality of listener information and member records.
• Model and communicate best practices while maintaining personal spiritual, mental, physical, and relational health.
• Provide leadership, mentoring, and development for the Pastoral Care team, aligning team goals and ministry initiatives with EMF’s mission.
• Foster a learning environment that integrates training, risk management, operational best practices, biblical values, and creative solutions.
• Help build a healthy, productive team with defined processes and caring relationships, serving as a positive professional role model.
• Help monitor and foster team and individual mental, emotional, and spiritual health.
• Use the K-LOVE Leadership Framework to set professional goals for self and direct reports, and pursue training and education in biblical understanding, media and business acumen, leadership, interpersonal awareness, and communication.

Benefits

• Industry-leading medical, dental, and vision coverage.
• Short- and long-term disability insurance and life insurance.
• 401(k) plan with company match.
• Parental leave with Baby Bonding pay.
• Generous paid time off, holiday pay, and sick pay.
• Access to concerts, movie premieres, media industry events, and other company culture experiences.
• Leadership and career development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed