Supervisor, Contact Center

About the role

At Christian Care Ministry, the mission is to connect people to a Christ‑centered community wellness experience based on faith, prayer, and personal responsibility through Medi‑Share®, a healthcare sharing ministry for Christians. The team shares a Statement of Faith and serves members with the values of being hungry, humble, and smart. The Supervisor, Contact Center takes ownership of a team of Customer Service Advocates to ensure excellence in serving the membership, driving continuous improvement, engagement, and high‑quality service.

Responsibilities

• Supervise a team of Customer Service Advocates by demonstrating successful continuous improvement performance techniques
• Support operations by effectively communicating, demonstrating, inspecting, and enforcing job expectations (daily huddles, monitoring requirements, employee coaching techniques, continuous improvement methodology, policy and procedure enforcement)
• Monitor, review, and provide regular individualized feedback to staff in 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
• Perform 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
• 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
• Minimum Age Requirement: candidates must be at least 18 years of age at the time of hire

Skills

• Intermediate skill with Microsoft Office (Word, Excel, Teams, 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, Decision quality, Values differences, Drives results, Critical Thinking, AI Comfortable, Member First, Humble, Hungry, Smart

Benefits

• 100% paid Medical for employees/99% for family
• Generous employer Health Savings Account (HSA) contributions
• Employer‑paid Life Insurance (3× 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

Schedule

This is a closing shift role, with expected work hours of 10am – 7pm, Monday through Friday.