Supervisor, Contact Center
Christian Care Ministry•Orlando, FL
•$53,000 - $72,500•Onsite
About The Position
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.
Requirements
- 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
- HS Diploma/GED and 3-5 years of customer service related experience required
- Minimum of 1 year leadership experience in a customer service/contact center environment
Nice To Haves
- Bachelor’s degree in business or related field preferred
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
Benefits
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary)
- 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
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
