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Director Call Center Supervisor Jobs in Indiana (NOW HIRING)

STI

Inbound Call Center Rep

Indianapolis, IN · On-site

Forward call back messages to Volunteer Supervisors at the end of the day. *Put together new counselor training materials and other training materials requested by Trainers. *Put together ...

USIC

Helpdesk Supervisor

Indianapolis, IN · On-site

Prior experience in a helpdesk, call center, or technical support role, including supervisory or lead responsibilities. * Excellent verbal and written communication skills, with the ability to ...

USIC

Helpdesk Supervisor

Indianapolis, IN · On-site

Prior experience in a helpdesk, call center, or technical support role, including supervisory or lead responsibilities. * Excellent verbal and written communication skills, with the ability to ...

HealthLinc

Phone Operator (51257)

Valparaiso, IN · On-site

... direct their calls as necessary. This position will work closely with the call center staff and will report to the Call Center Manager. JOB RESPONSIBILITIES: * Registers or verifies patient ...

USIC

Helpdesk Supervisor

Indianapolis, IN · On-site

Prior experience in a helpdesk, call center, or technical support role, including supervisory or lead responsibilities. * Excellent verbal and written communication skills, with the ability to ...

The WellFund, LLC

Call Center Patient Advocate

Greenwood, IN · On-site

$16.25 - $21/hr

A Call Center Patient Advocate exhibits superior customer service skills and provides prompt ... The incumbent works with colleagues, team leads, supervisors and management staff. A professional ...

Brightpoint

Head Start Center Supervisor

Fort Wayne, IN · On-site

JOB SUMMARY The Head Start Center Supervisor is responsible for managing, organizing, executing, facilitating, and directing the necessary functions of an individual Brightpoint Head Start site. The ...

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Director Call Center Supervisor information

What does a Director Call Center Supervisor do?

A Director Call Center Supervisor oversees the daily operations of a call center, ensuring that customer service standards are met and that staff are performing effectively. They are responsible for managing supervisors and teams, implementing policies, analyzing performance metrics, and developing strategies to improve customer satisfaction and operational efficiency. Additionally, they handle budgeting, staffing, training, and may be involved in technology upgrades or process improvements to optimize the call center’s performance.

How does a Director Call Center Supervisor typically support team development and handle performance challenges within their department?

A Director Call Center Supervisor plays a key role in developing their teams by providing ongoing coaching, implementing training programs, and setting clear performance expectations. They regularly review metrics such as call quality, response times, and customer satisfaction to identify areas for improvement. When performance challenges arise, directors work collaboratively with supervisors to create action plans and may introduce new processes or technologies to boost productivity. They also foster a supportive work environment to help team members grow professionally and feel motivated to achieve departmental goals.

What are the key skills and qualifications needed to thrive as a Director Call Center Supervisor, and why are they important?

To thrive as a Director Call Center Supervisor, you need expertise in call center operations, team leadership, and performance management, typically supported by a bachelor’s degree and substantial supervisory experience. Familiarity with call center software (such as CRM platforms, workforce management, and analytics tools) and relevant certifications like COPC or Six Sigma are often required. Outstanding communication, problem-solving, and motivational skills set top performers apart in this role. These competencies ensure effective team performance, high customer satisfaction, and the achievement of organizational goals in a dynamic environment.

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

The most popular types of Call Center Supervisor jobs in Indiana are:

Director Call Center Supervisor jobs near you

Associate, Call Center Team Leader

Sallie Mae

Indianapolis, IN • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Sallie Mae rating

7.6

Company rating: 7.6 out of 10

Based on 7 frontline employees who took The Breakroom Quiz

Job description

When you join Sallie Mae, you become a champion for all students.
We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.
Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way.
We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students-and for each other.
This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work.
Feeling your best allows you to do your best. Our benefits take care of the whole you-from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.
We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills.
Come do more than join something, change something. For students, for future generations, for the future of education.
What You'll Contribute
The Team Leader, Collections, is responsible for driving daily team performance within a high-volume, metric-driven environment. This role ensures collectors execute effective strategies, meet performance expectations, and operate within compliance standards while delivering strong customer outcomes.
What You'll Do
  • Lead and manage a team of collectors, driving performance across key metrics including productivity, quality, resolution rates, and adherence.
  • Function as a floor leader, stepping in where needed to maintain workflow, answering questions, and keep operations moving.
  • Provide real-time coaching and feedback based on call monitoring, account handling, and daily performance observations.
  • Conduct frequent side-by-side sessions, call reviews, and account audits to reinforce expectations and improve individual performance.
  • Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate action to improve results.
  • Set clear daily expectations and ensure collectors are prioritizing the right work, managing queues effectively, and handling customer interactions efficiently.
  • Hold team members accountable through consistent coaching, feedback, and performance management routines.
  • Manage a high-volume environment, ensuring calls, follow-ups, and account actions are completed timely and accurately.
  • Monitor and enforce schedule adherence, including attendance, breaks, handle time, and availability.
  • Handle and resolve escalated customer interactions, supporting collectors in complex situations.
  • Partner with leadership to identify performance issues, recommend action plans, and support formal performance management when needed.
  • Ensure all team activity consistently meets regulatory requirements and internal policies, reinforcing a strong culture of compliance.
  • Assist with onboarding and training efforts, including facilitating sessions, reinforcing material, and supporting new hire development.
  • Contribute to ongoing improvement efforts by identifying process gaps, participating in audits, and supporting remediation activities.
  • Complete ad hoc reporting, deep dives, and performance reviews as needed to support business needs.

What You Have
Minimum Qualifications
  • 2+ years proven experience working in a high-volume, performance-driven environment (e.g., call center, operations, customer service, sales, or financial services).
  • Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
  • Strong ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
  • Experience working with and managing KPIs such as productivity, quality, adherence, or customer outcomes.
  • Ability to analyze performance data and quickly translate insights into action.
  • Strong communication skills, with the ability to give clear, direct feedback and handle difficult conversations.
  • Proven ability to stay organized, prioritize work, and manage time effectively in a high-demand environment.
  • Ability to work flexible schedules, including evenings and weekends, based on business needs.

Preferred Qualifications
  • Bachelor's degree or equivalent experience.
  • Previous experience in a team lead, supervisor, or informal leadership role.
  • Experience in collections, call center operations, or other highly regulated environments.
  • Experience supporting training, onboarding, or coaching programs.

Feeling your best helps you do your best:
Our benefits take care of the whole you-so you can build your work around your life (not the other way around!).
  • Competitive base salaries
  • Bonus incentives
  • Generous PTO, Floating Holidays and 12 Federal Holidays observed
  • Support for financial-well-being and retirement 401k with employer match
  • Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
  • Employer paid short-term/long-term disability and basic life insurance
  • Flexible hybrid working arrangements.
  • Paid parental leave and adoption reimbursement programs
  • Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
  • Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
  • Tuition Reimbursement and Family Scholarship Programs
  • Career development and training opportunities

Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.
Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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