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Evening Call Center Supervisor Jobs in Indiana (NOW HIRING)

STI

Call Center Rep

Indianapolis, IN · On-site

$15.25 - $19/hr

Forward call back messages to Volunteer Supervisors at the end of the day. *Put together new ... center experience Nice to have 0

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 ...

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Evening Call Center Supervisor information

What does an evening call center supervisor do?

An Evening Call Center Supervisor oversees the operations and staff of a call center during evening hours. Their responsibilities include managing call center agents, monitoring performance metrics, handling escalated customer issues, and ensuring service quality standards are met. They also provide coaching and support to agents, address scheduling needs, and report on key performance indicators to management. The role requires strong leadership, communication, and problem-solving skills to maintain efficient and effective operations during the evening shift.

What are the key skills and qualifications needed to thrive as an evening call center supervisor, and why are they important?

To thrive as an Evening Call Center Supervisor, you need experience in customer service management, strong leadership abilities, and usually a high school diploma or higher. Familiarity with call center software (like Zendesk or Five9), workforce management tools, and performance metrics systems is crucial. Excellent communication, conflict resolution, and motivational skills help you guide your team and maintain morale during evening shifts. These skills ensure efficient operations, high customer satisfaction, and a productive environment during off-peak hours.

What are some common challenges faced by an evening call center supervisor, and how can they be addressed?

Evening Call Center Supervisors often face challenges such as managing staff fatigue, maintaining high morale during late hours, and ensuring consistent quality of service when resources may be limited. To address these, supervisors can implement regular check-ins with agents, provide incentives for high performance, and foster a supportive team environment. Additionally, clear communication of expectations and recognition of achievements can help keep the team motivated and engaged throughout the evening shift.

What is the difference between Evening Call Center Supervisor vs Customer Service Representative?

AspectEvening Call Center SupervisorCustomer Service Representative
CredentialsHigh school diploma or equivalent; leadership experience often preferredHigh school diploma or equivalent; customer service skills
Work EnvironmentSupervises call center team during evening shiftsHandles customer inquiries directly, often during day or evening shifts
Employer & Industry UsageCall centers, customer support departmentsCustomer service departments across various industries
Search & Comparison IntentUnderstanding supervisory roles, shift managementCustomer interaction, problem-solving skills

The Evening Call Center Supervisor oversees team performance and manages operations during evening hours, requiring leadership skills. In contrast, a Customer Service Representative directly interacts with customers, focusing on resolving issues. While both roles require strong communication skills, the supervisor's role emphasizes team management and shift oversight, whereas the representative's role centers on customer support.

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:

What cities in Indiana are hiring for Evening Call Center Supervisor jobs?

Cities in Indiana with the most Evening Call Center Supervisor job openings:

Evening Call Center Supervisor jobs near you

Call Center Rep

STI

Indianapolis, IN • On-site

$15.25 - $19/hr

Full-time

Re-posted 8 days ago

Job description

Description:
Must complete a 5-day training on health insurance for people with Medicare. Answers 800 helpline calls and performs other general office duties such as data entry, mailings, and inventory.
OVERVIEW
Answer in-coming 800 helpline calls, transfer calls to volunteers when available, data entry of client contacts, and other clerical functions such as mailings and inventory.
DUTIES
*Answer all 800 calls in a timely manner. Record on Client Contact forms.
*Forward 800 calls to available volunteer counselors or provide counseling assistance when volunteers are not available. Take calls from counselors regarding availability and/or supplies.
*Complete data entry each day including Client Contacts
*Do labels and mailing for information packets, assemble packets of information, and make copies of SHIP information as needed.
*Inform the Office Manager when supplies of materials are low
*Put away all deliveries in an orderly manner. Keep work area in order and recycle unwanted paper and boxes. Make sure work area is neat and orderly
*Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
*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 presentation materials and supplies as requested by Volunteer Supervisors, Counselors, or SHIP Local Sites.
*Other duties as assigned by Office Manager including, but not limited to, special mailings/emails, 800 message recordings, updating lists, etc.
DIFFICULTY OF WORK
Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.
RESPONSIBILITY
Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner. Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records, files, forms, reports and technical information. Errors in work or faulty judgment can undermine trust and the reputation of the program.
PERSONAL WORK RELATIONSHIPS
Personal work relationships are with immediate office staff, Office Supervisor, the public, department and agency representatives at local and state levels. Contacts are for the purpose of relaying and giving information and making referrals.
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Good Communication Skills
Required
2
Years
Knowledge of Data Entry
Required
2
Years
High School Diploma or GED
Required
0
Additional education or experience preferred
Nice to have
0
Call center experience
Nice to have
0

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