Hybrid Contact Center Supervisor

at Christian Care Ministry

• Job title: Contact Center Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $52,000 - $71,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Melbourne, United States

About the role

• Contact Center Supervisor responsible for team performance and customer service excellence at Christian Care Ministry. Leading a team of Member Service Representatives to ensure quality service delivery.

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
• Maintains a complete understanding of, and have the ability to apply the CCM guidelines relating to member issues
• Contribute to the exercise and expression of the Ministry’s Christian beliefs
• All other duties as assigned

Requirements

• 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 prior leadership experience in a customer service/contact center environment

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