Supervisor, Contact Center

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

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