Lead Contact Center: Member-First Service Coach

Christian Care Ministry; Melbourne (FL); On-site; USD 55,000 - 80,000; Full time

Job summary

Christian Care Ministry is seeking a Supervisor, Contact Center to lead a team of front-line Customer Service Advocates and drive continuous improvement in service quality for CCM members. You will model the ministry's values and coach staff to achieve high engagement and performance.

You will monitor performance, provide feedback, and use data to shape coaching and daily operations, while ensuring compliance with policy and fostering a customer-first culture.

Qualifications

• HS Diploma or GED and 3-5 years of customer service experience.
• Bachelor's degree in business or related field preferred.
• Leadership experience in a customer service/contact center environment preferred.
• Continuous Improvement/Lean experience a plus.

Responsibilities

• Supervise a team of 15-20 customer service advocates.
• Communicate and enforce daily expectations, coaching techniques, and compliance.
• Monitor performance and provide regular feedback to staff.
• Use data to guide coaching and assess call center activity.
• Maintain documentation of performance feedback and conduct regular reviews.
• Contribute to ministry values and drive service excellence.

Skills

Leadership

Coaching

Data analysis

Problem solving

Communication

Customer service

Spiritual maturity

CRM usage

Planning

Organizing

Education

HS Diploma/GED

3-5 years customer service experience

Bachelor's degree preferred

Tools

Microsoft Office

CRM systems

Job description

Christian Care Ministry is seeking a Supervisor, Contact Center to lead a team of front-line Customer Service Advocates and drive continuous improvement in service quality for CCM members. You will model the ministry's values and coach staff to achieve high engagement and performance.

You will monitor performance, provide feedback, and use data to shape coaching and daily operations, while ensuring compliance with policy and fostering a customer-first culture.