Call Center Supervisor

Job DetailsJob Location: Indianapolis, IN 46254Position Type: Full TimeSalary Range: $50,000.00 - $60,000.00 SalaryJob Shift: DayThe Call Center Operations Supervisor is responsible for leading and supporting a team of customer service representatives (CSRs) and team leads to ensure efficient, high-quality service delivery. This role oversees daily operations, monitors performance, provides coaching and development, resolves escalations, and implements strategies to achieve business objectives while maintaining excellent service standards. --- Essential Duties and Responsibilities Performance & Operations Management · Monitor daily call center operations to ensure efficiency, quality, and compliance with policies and procedures. · Track and report key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction, and productivity. · Ensure the team meets or exceeds performance goals. · Review and address error emails from other departments, ensuring corrections and proper coaching are completed. · Make real-time operational adjustments as needed (e.g., reskilling agents, adjusting lunch schedules during peak call times). · Support continuous improvement initiatives to optimize performance and maintain service excellence. · Oversee attendance tracking, overtime management, and payroll processing for the call center. · Monitor FTE counts and support workforce planning efforts. Customer Experience & Escalations · Address escalated member issues or complaints promptly, ensuring timely resolution and satisfaction. · Complete monthly member surveys for each line of business. 10 surveys per campaign. · Provide member impact statements Supervisor Calls · Any time a caller requests to speak with a supervisor, a supervisor must immediately take the call or ensure a callback is made within one hour of the request. · Document all supervisor callbacks accurately, including resolution details and any necessary follow-up actions. · Maintain professionalism, empathy, and adherence to company policy during all supervisor-level interactions. People Management & Coaching · Conduct regular one-on-one meetings with agents to build rapport, discuss goals, and provide feedback. · Support and collaborate with team leads to ensure consistent communication, performance management, and accountability. · Participate in recruiting, interviewing, and onboarding new CSRs. · Partner with HR to review resumes, conduct pre-screens, and schedule interviews. · Support retention efforts and employee engagement initiatives. Reporting & Analytics · Prepare and present operational and performance reports to senior leadership. · Analyze trends to identify opportunities for process improvements and training needs. QualificationsMinimum Qualifications High school diploma or GED required; associate's degree in Business, Healthcare Administration, or a related field preferred. Minimum of three (3) years of experience in a customer service or call center environment. Minimum of one (1) year of supervisory, team lead, or leadership experience. Experience coaching employees, monitoring performance metrics, and providing performance feedback. Strong understanding of call center operations, customer service principles, and performance management. Experience using call center software, Microsoft Office Suite (Word, Excel, Outlook), and workforce management or scheduling systems. Ability to analyze reports, identify trends, and implement process improvements. Strong written and verbal communication skills with the ability to professionally handle escalated customer concerns. Demonstrated organizational skills with the ability to manage multiple priorities in a fast-paced environment. Ability to maintain confidentiality and exercise sound judgment when handling sensitive information. Must be able to successfully pass all required background screenings.