ZipRecruiter

Log In

1

Contact Center Manager Jobs in Indiana (NOW HIRING)

Bassett Services

Contact Center Lead

Indianapolis, IN · On-site

$55K/yr

This role serves as a key partner to the Contact Center Manager by providing leadership, coaching, performance management, and operational support to ensure exceptional customer experiences and ...

Bassett Services

Contact Center Lead

Indianapolis, IN · On-site

$50K - $55K/yr

This role serves as a key partner to the Contact Center Manager by providing leadership, coaching, performance management, and operational support to ensure exceptional customer experiences and ...

Centra

AVP Contact Center

Columbus, IN · On-site

Oversees the operations of the Contact Center through the supervision of the leadership team in the areas of performance management, Member engagement coaching, training and development, and ...

Centra

AVP Contact Center

Columbus, IN · On-site

Oversees the operations of the Contact Center through the supervision of the leadership team in the areas of performance management, Member engagement coaching, training and development, and ...

German American

Contact Center Agent

Evansville, IN · On-site

$15.50 - $21/hr

Contact Center Agent Overview: As a Contact Center Agent, you will be the first friendly person ... management to build a foundation for a career in financial services. What You'll Do: Day in the ...

next page

Showing results 1-20

All JobsContact Center JobsContact Center Manager JobsContact Center Manager Jobs in Indiana

Contact Center Manager information

See Indiana salary details

$20.5K

$62.5K

$93.3K

How much do contact center manager jobs pay per year?

As of Aug 26, 2026, the average yearly pay for contact center manager in Indiana is $62,461.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,500.00 and $71,400.00 per year, depending on experience, location, and employer.

What does a contact center manager do?

A contact center manager oversees a team of support specialists who handle customer issues through multiple channels, such as online chat, email, and phone calls. In this career, you often lead several tiers of technicians, from entry-level to senior staff members. Your responsibilities include hiring and coaching personnel, facilitating continuing education with the product line, and making regular communication with your team about updates and quality issues. Other duties include typical management functions like scheduling, supervising, and maintaining the group’s morale.

What does a contact center manager do?

A Contact Center Manager oversees the daily operations of a contact center, ensuring efficient handling of customer inquiries, complaints, and support requests across various channels such as phone, email, and chat. They are responsible for leading and training staff, monitoring performance metrics, implementing best practices, and maintaining high levels of customer satisfaction. Additionally, Contact Center Managers analyze workflow, develop strategies to improve processes, and ensure compliance with company policies and industry regulations.

What are the key skills and qualifications needed to thrive as a contact center manager, and why are they important?

To thrive as a Contact Center Manager, you need strong leadership, workforce management, and customer service expertise, often supported by a bachelor's degree and relevant experience. Familiarity with call center software, CRM platforms, and analytics tools is typically required, along with knowledge of industry certifications like COPC or Six Sigma. Excellent communication, problem-solving, and motivational skills help foster team performance and resolve customer issues effectively. These skills ensure efficient operations, high customer satisfaction, and the achievement of organizational goals in a fast-paced environment.

What are some common challenges contact center managers face in balancing operational efficiency with employee engagement?

Contact Center Managers often navigate the challenge of maintaining high service levels and meeting performance metrics while also fostering a positive and supportive work environment for their teams. High call volumes, strict KPIs, and rapidly changing customer needs can create pressure, making it essential to implement effective training, clear communication, and recognition programs. Successful managers prioritize regular feedback sessions, promote work-life balance, and leverage technology to streamline workflows, ensuring both operational targets and employee satisfaction are achieved.

What is the difference between Contact Center Manager vs Customer Service Supervisor?

AspectContact Center ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree and experience in call center operationsOften requires a high school diploma or associate degree with customer service experience
Work EnvironmentOversees multiple teams within a call center, managing operations and strategyManages a team of customer service representatives, focusing on daily service quality
Employer & IndustryCommon in large corporations, BPOs, and telecom industriesFound in retail, healthcare, and service industries

The Contact Center Manager has broader responsibilities, including strategic planning and team management across multiple shifts, while the Customer Service Supervisor focuses on daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and level of responsibility.

More about Contact Center Manager jobs

What are the most commonly searched types of Contact Center jobs in Indiana?

The most popular types of Contact Center jobs in Indiana are:

What cities in Indiana are hiring for Contact Center Manager jobs?

Cities in Indiana with the most Contact Center Manager job openings:

Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in Indiana as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution, with an average salary of $62,461 per year, or $30 per hour.

Contact Center Lead

Indianapolis, IN • On-site

Bassett Services
Construction • 51 - 200 employees
Learn more about Bassett Servicesexternal

$55K/yr

Full-time

Posted 8 days ago

Job description

Overview
Contact Center Lead
Position Summary
We are seeking a motivated, results-driven Contact Center Lead to support the daily operations of our Customer Service team. This role serves as a key partner to the Contact Center Manager by providing leadership, coaching, performance management, and operational support to ensure exceptional customer experiences and achievement of department KPIs.
The ideal candidate is an experienced contact center professional with strong leadership skills, expertise in performance coaching, experience developing Standard Operating Procedures (SOPs), proficiency in data analysis, and a passion for driving continuous improvement through technology, including AI-enabled customer service solutions.
Key Responsibilities
Team Leadership & Performance Management
  • Monitor employee performance, productivity, and overall engagement.
  • Conduct regular coaching sessions and provide timely, constructive feedback to team members.
  • Identify performance gaps and develop corrective action plans to improve results.
  • Hold Customer Service Representatives (CSRs) accountable for performance expectations, attendance, schedule adherence, and quality standards.
  • Assist with onboarding, training, and ongoing development of new and existing team members.
  • Create and lead team meetings, training sessions, and customer service workshops.

Contact Center Operations
  • Support the Contact Center Manager in achieving and exceeding key performance indicators (KPIs), including service levels, customer satisfaction, quality assurance, first-call resolution, productivity, and attendance metrics.
  • Manage and maintain CSR schedules to ensure adequate staffing coverage.
  • Monitor attendance, tardiness, and schedule adherence while addressing performance concerns as needed.
  • Assist with escalated customer concerns and ensure resolution in alignment with company standards.

Quality Assurance & Continuous Improvement
  • Review recorded calls, customer interactions, and service metrics to identify coaching opportunities and process improvements.
  • Develop, document, and maintain Standard Operating Procedures (SOPs), workflows, and training materials.
  • Drive quality assurance initiatives and ensure compliance with established service standards.
  • Identify opportunities to streamline processes and improve team efficiency.

Reporting & Analytics
  • Prepare daily, weekly, and monthly performance reports.
  • Present operational results and performance updates during daily huddles and leadership meetings.
  • Utilize Excel and other reporting or data analytics tools to analyze trends, identify opportunities, and provide actionable recommendations.
  • Monitor and track KPI performance to support strategic business objectives.

Technology & Innovation
  • Leverage AI-powered customer service tools, chatbots, or automation technologies to improve operational efficiency and customer experience.
  • Partner with leadership to identify opportunities for process automation and service enhancements.
  • Assist with the implementation, optimization, and adoption of AI-driven customer support solutions.

Qualifications
Required Experience
  • 3+ years of contact center, customer service, or call center experience.
  • 1+ years of leadership, supervisory, or team lead experience.
  • Proven experience coaching and developing customer service teams.
  • Experience creating and maintaining SOPs, processes, and training documentation.
  • Experience managing employee performance and accountability.
  • Strong understanding of contact center metrics and KPI management.
  • Managing outbound agents.

Preferred Qualifications
  • Experience working with AI-powered customer support platforms, chatbots, virtual assistants, or other automation technologies.
  • Experience with workforce management and scheduling tools.
  • Advanced proficiency in Microsoft Excel, including reporting, data analysis, and dashboard creation.
  • Experience using business intelligence or analytics tools such as Power BI, Tableau, or similar platforms.

Knowledge, Skills & Abilities
  • Strong leadership and team-building capabilities.
  • Excellent communication, coaching, and presentation skills.
  • High attention to detail with strong analytical and problem-solving abilities.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Customer-focused mindset with a commitment to service excellence.
  • Ability to influence positive change and drive continuous improvement initiatives.

Apply