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Contact Center Manager Jobs in Indiana (NOW HIRING)

Centra

AVP Contact Center

Columbus, IN

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 ...

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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 1, 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 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 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.

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 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 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.
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 July 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $62,461 per year, or $30 per hour.

Contact Center Manager

RTC Communications

Montgomery, IN • On-site

Full-time

Medical, Retirement

Re-posted 28 days ago

Job description

Salary:

Mission & Vision

RTC Communications exists to provide quality, reliable communications, entertainment, and technology services to Southern Indiana. Our mission is to deliver the future today by combining state-of-the-art technology with old-fashioned customer service. We are committed to strengthening our communities through innovation, integrity, and dependable service.


Company Overview

RTC Communications has proudly served Southern Indiana for more than 75 years, delivering reliable voice, internet, data, and technology solutions to residential and business customers. As a locally focused provider, RTC combines advanced fiber technology with a strong commitment to customer service and community involvement.

RTC delivers a wide range of services, including traditional voice services with advanced calling features, Wise Voice UCaaS, fiber and copper internet services, data networking solutions, and managed security platforms, including Ubiquiti and Verkada security solutions.


Position Overview

The Contact Center Manager is a sales-driven, hands-on leader responsible for overseeing daily contact center operations while owning inbound and outbound sales performance, with a slightly heavier emphasis on outbound calling. This role leads a team of four Customer Service Representatives and one Customer Service Administrator and is accountable for improving close rates, increasing ARPU, and driving customer growth through consistent, well-executed campaigns.


This position requires a leader who is comfortable setting expectations, coaching sales behaviors, analyzing performance data, and refining processes to drive measurable resultswithout compromising customer experience. The Contact Center Manager has direct influence over sales workflows, training, coaching models, and performance metrics.


Success in This Role Looks Like

Within the first 612 months, the successful candidate will:

  • Improve inbound and outbound sales close rates
  • Increase ARPU and customer count through weekly outbound sales campaigns
  • Build a confident, sales-capable CSR team through structured coaching and training
  • Establish and enforce clear KPIs for service quality, productivity, and sales performance
  • Maintain high customer satisfaction while driving consistent revenue growth


Key Responsibilities & Essential Functions

Sales Leadership (Inbound & Outbound)

  • Own and execute inbound and outbound sales strategies, with a stronger emphasis on outbound outreach.
  • Plan, launch, and manage weekly sales campaigns focused on ARPU growth and customer acquisition.
  • Coach CSRs on consultative selling, objection handling, and closing techniques.
  • Analyze close rates, conversion metrics, and campaign results; implement targeted improvement plans.
  • Partner with marketing and leadership to align offers, messaging, and growth initiatives.


This is a sales-driven leadership role. Candidates must have experience leading teams accountable for revenue generation through customer interactions.


Operational Leadership

  • Manage daily contact center operations to ensure consistent service levels, efficiency, and compliance with company standards.
  • Oversee staffing, scheduling, and workflows for a team of four CSRs and one Customer Service Administrator.

Team Leadership & Development

  • Lead, motivate, coach, and hold accountable the customer service team.
  • Conduct regular one-on-one coaching sessions, performance reviews, and development planning.
  • Build a culture of accountability, confidence, and continuous improvement.

Performance Management & Analytics

  • Define, track, and report KPIs related to sales performance, ARPU growth, customer satisfaction, and productivity.
  • Use data and call insights to identify trends, gaps, and coaching opportunities.

Training & Process Improvement

  • Develop and maintain training programs that strengthen both service delivery and sales effectiveness.
  • Refine scripts, workflows, and sales processes to improve outcomes and efficiency.
  • Ensure timely communication of product, pricing, and process updates.

Customer Experience, Retention & Business Call Handling

  • Champion a customer-first culture that balances problem resolution with value-based selling.
  • Manage customer escalations and retention efforts.
  • Handle or appropriately route incoming business-related calls to the commercial team, ensuring a smooth customer experience.

Technology, Collaboration & Oversight

  • Leverage CRM and contact center technologies to improve performance visibility and accountability.
  • Collaborate with operations, marketing, engineering, and commercial teams to ensure seamless execution.
  • Oversee customer onboarding and service disconnect processes across supported products.

Compensation & Incentives

  • Competitive base salary.
  • Performance-based incentive tied to overall team results, including sales performance, ARPU growth, and operational outcomes.

This Role Is Not a Fit For Candidates Who:

  • Prefer a purely service-only contact center environment
  • Are uncomfortable leading outbound sales efforts or coaching teams on closing techniques
  • Avoid accountability for performance metrics and revenue outcomes


Qualifications

Education

  • Bachelors degree in Business, Management, Marketing, or a related field (preferred).

Experience

  • 35 years of progressive experience managing a contact center or customer service organization.
  • Demonstrated success driving inbound and outbound sales performance and improving close rates.
  • Experience supporting or selling technology, connectivity, or security solutions preferred.

Skills & Competencies

  • Strong sales leadership and coaching capabilities
  • Data-driven approach to performance management
  • Excellent communication and interpersonal skills
  • Experience with CRM platforms and contact center analytics tools
  • Strong problem-solving and decision-making abilities

Why RTC?

  • Stable, community-focused organization with 75+ years of service
  • Opportunity to lead and shape a sales-driven contact center
  • Direct impact on revenue growth, ARPU, and customer experience
  • Strong benefits, performance incentives, and long-term career stability
  • Great wages with a terrific 401K and health plans!