Manager, Contact CenterChristian Care Ministry (Medi-Share)

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 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

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. Focus areas include 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.

• Directs team by demonstrating successful continuous improvement performance techniques 

• Supports the operation 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)

• Oversee and manage the staffing needs of the team

• Conducts 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

• Prepares call center performance reports and/or presentations by collecting, analyzing, and summarizing data and trends, and uses that information to develop and communicate improvement/maintenance plans

• Keeps consistent documentation of performance discussions with supervisors via 1-on-1 meetings weekly, monthly, and normal review cycles

• Responds promptly to member and staff correspondence 

• Maintains a thorough working knowledge and applies the CCM guidelines relating to customer issues

• Prays with internal and external customers and actively demonstrates biblical leadership values

• Encourages open door policy through positive and constructive flow of communication at all levels 

• Stays professionally relevant by tracking emerging trends in call center operations management

• Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs

• Other duties as assigned

• 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

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.

• 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

• This job has supervisory responsibilities

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