Call Center Director

Our Client is seeking an experienced Call Center Director in Indiana to lead a 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.

Key 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

• Bachelors 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