Supervisor, Contact Center

Christian Care Ministry•Orlando, FL

3h•$52,000 - $71,000•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
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
Member First – exhibits full commitment to serving members and/or clients by prioritizing their needs first in alignment with our program’s purpose. This commitment is demonstrated through understanding of the program(s), provided through quality and timely service while exercising empathy in every interaction. Every CCM employee shares responsibility to steward resources faithfully, removing barriers to understanding, and creating accessible, connected, and Christ-centered experiences.
Humble – demonstrates Christ-Centered humility by honoring others, accepting feedback, and prioritizing collective success over individual recognition
Hungry – exhibits initiative, perseverance, and commitment to serving God through excellence. Demonstrates passion for personal and organizational growth while diligently advancing the mission of Christian Care Ministry
Smart – shows relational and emotional intelligence, communicates effectively, collaborates harmoniously, and reads social cues with grace and discernment
HS Diploma/GED and 3-5 years of customer service related experience required
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.

Nice To Haves

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

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) 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