Job Description

The range for this role is $66,500 to $90,500

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

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

The Mission

At Christian Care Ministry (CCM) 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 Contact Center Manager is responsible for managing successful day-to-day contact center operations through process improvement, oversight of the Contact Center Supervisors and their teams, and effective performance management. This role focuses on record-keeping, performance metric tracking and analysis, coaching, service improvements, project management, staffing, and quality standards to achieve objectives that align with CCM’s mission.

Essential Job Duties & Responsibilities

• Direct team by demonstrating successful continuous improvement performance techniques
• Support the operation by effectively communicating, demonstrating, inspecting, and enforcing job expectations (i.e., daily huddles, monitoring requirements, employee coaching techniques, continuous improvement methodology, and policy and procedure enforcement)
• Oversee and manage the staffing needs of the team
• Conduct needs assessments with regard to contact center performance, market and customer trends, capacity planning, technical system and audit reviews, data and cost/benefit analysis, budget recommendations, and assist with organizational strategic plans
• Prepare call center performance reports and/or presentations by collecting, analyzing, and summarizing data and trends, and use that information to develop and communicate improvement/maintenance plans
• Keep consistent documentation of performance discussions with supervisors via 1-on-1 meetings weekly, monthly, and normal review cycles
• Pray with internal and external customers and actively demonstrate biblical leadership values
• Maintain a thorough working knowledge and apply the CCM guidelines relating to customer issues
• Encourage an open door policy through positive and constructive flow of communication at all levels
• Stay professionally relevant by tracking emerging trends in call center operations management
• Respond promptly to member and staff correspondence
• Establish, update, and maintain the applicable standard operating procedures for the department
• Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
• Other duties as assigned

Essential Skills & Abilities

• Ability to communicate effectively – excellent written, oral, and digital communication that build engagement and interest
• Planning and organizing – ability to work effectively without direct supervision and organize the work of others
• Leadership – ability to skillfully motivate, encourage, and inspire vision in order to achieve positive performance and behavior in others
• Management – ability to monitor, plan, and execute short-term goals in accordance with company policies
• Compliance – provide technical guidance on all applicable labor laws and the execution of policies
• Intermediate skill with Microsoft Office – Word, Excel, PowerPoint, Outlook
• Conflict resolution skill – ability to navigate difficult situations with poise, humility, empathy and accountability to bring mutually acceptable resolution

Core Competencies/Demonstrable Behaviors

• Drives vision and purpose – Painting a compelling picture of the vision and strategy that motivates others to action.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
• Decision quality – Making good and timely decisions that keep the organization moving forward
• Drives results – Consistently achieving results, even under tough circumstances
• Optimizes work processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• 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

• High school diploma or GED and 1-3 years in a contact center supervisory/management role required
• Bachelor’s degree in business or another related field preferred

Supervisory Responsibilities

• This job has supervisory responsibilities.

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.