Contact Center Supervisor

The range for this role is $53,000 - $72,500

Actual base pay will be determined based on a successful candidate's skills/abilities, experience, and education.

Interested applicants must be willing and able to work onsite full time in our Melbourne, FL office.

Hours: Closing shift - 10am to 7pm Monday thru Friday

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. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility.

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 and our Members 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 excellence in serving the Christian Care Ministry membership. This leader embodies the values of being hungry, humble, and smart demonstrating a strong drive for continuous improvement (“hungry”), a commitment to serving others and learning without ego (“humble”), and emotional intelligence with sound judgment in all interactions (“smart”).

Supervisors play a critical role in shaping team performance, engagement, and overall service experience. These expectations are not just tasks—they are behaviors that drive operational excellence and employee development. Consistently leaning into these values and expectations transforms supervision from reactive management to proactive leadership, creating a high performing, engaged team that delivers exceptional service and drives organizational success.

Essential Job Duties & Responsibilities

Supervise a team of Customer Service Advocates by demonstrating successful continuous improvement performance techniques

Support the operations 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)

Monitor, review, and provide regular individualized feedback to staff in the areas affecting the quality and quantity of work.

Communicate in a kind, clear, and concise manner that supports positive intent

Use contact center data to determine if team members are performing in acceptable ranges and reward or correct behavior as needed

Keep consistent documentation of performance feedback to staff via 1-on-1 meetings weekly, monthly, and normal review cycles

Brief immediate manager regularly on issues or opportunities revealed through customer interactions and provide recommendations for sustained resolution

Regularly review and analyze statistical reports on agent activity, call volume, types of calls and manage accordingly

Maintain 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

Essential Skills & Abilities

Intermediate skill with Microsoft Office (Word, Excel, Team, 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

Compliance – provide technical guidance on all applicable labor laws and the execution of policies

Leadership – ability to serve as a player-coach – building, developing, and holding accountable a high performing team to achieve goals

Customer Service skill – effective at meeting customer needs in a high-volume environment in a quality manner

Spiritual maturity – knowledge of Biblical leadership principles and ability to apply them to leading others effectively

Ability to proficiently use Customer Relationship Management (CRM) systems

Coaching skill – ability to use active listening, questions, and empathy to help others gain self-awareness, take responsibility, and reach sustainable improvement

Data analysis – ability to make sense of contact center data, develop insights, and leverage insights into action plans

Problem solving – ability to quickly resolve complex issues

Core Competencies/Demonstrable Behaviors

Manages complexity—Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

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

Critical Thinking - Analyzing information objectively and systematically to identify patterns, evaluate options, and make sound judgments

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

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 prior leadership experience in a customer service/contact center environment

Continuous Improvement/Lean experience a plus

Supervisory Responsibilities

This job has supervisory responsibilities: you will be expected to supervise a team of 15-20 employees

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

Tuition Reimbursement Program

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.