Call Center Director
Central Business Solutions•Indianapolis, IN
•Onsite
About The Position
Our Client is seeking an experienced Call Center Director in Indiana to lead an inbound/outbound communications team that supports admissions, client engagement, and referrals. This position will lead and oversee daily call center and admissions operations, optimize workflows, drive performance using data, and ensure a compassionate, compliant experience for individuals, families, and referral partners from first contact through placement or service connection.
Requirements
- Bachelor’s degree in healthcare, business, or related field preferred
- 5+ years of call center leadership experience (healthcare or human services strongly preferred)
- Strong understanding of call center KPIs, performance management, and reporting
- Experience managing high-volume inbound and outbound call environments
- Demonstrated ability to lead, coach, and build engaged teams
- Strong analytical, organizational, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage competing priorities in a fast-paced environment
- Experience in behavioral health, social services, or similar service-based settings preferred
Responsibilities
- Manage daily call center operations (inbound inquiries and outbound outreach)
- Oversee admissions/intake from initial contact through placement or service connection
- Design, implement, and refine scripts, workflows, and communication standards
- Develop, track and analyze KPIs, call metrics, and conversion data to improve outcomes and efficiency
- Lead, coach, and develop call center and admissions staff
- Ensure accurate documentation, insurance verification, and intake procedures
- Maintain compliance with privacy, regulatory, and organizational standards
- Build and sustain relationships with community partners, referral sources, and stakeholders
- Prepare and present reports to support leadership and strategic planning
- Collaborate with internal teams to ensure seamless handoffs from intake to service delivery
- Promote a high-quality, empathetic customer experience across all interactions
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What This Job Offers
Job Type
Full-time
Career Level
Manager
