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Evening Call Center Supervisor Jobs in Indiana (NOW HIRING)

Hickory Treatment Center

Call Center

Indianapolis, IN · On-site

$19/hr

Call Center Representative - Hickory Recovery Network Department: Admissions Direct Report To ... Attends all staff meetings and trainings as directed by supervisor. * Review of incoming ...

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

nLeague

Inbound Call Center Rep

Indianapolis, IN · On-site

$14.75 - $19/hr

Inbound Call Center Rep Answer in-coming 800 helpline calls, transfer calls to volunteers when ... Forward call back messages to Volunteer Supervisors at the end of the day. * Put together new ...

My3Tech Inc

Inbound Call Center Rep

Indianapolis, IN · On-site

Inbound Call Center Representative Location: 311 W. WASHINGTON ST., INDIANAPOLIS, IN 46204 Client ... Forward call back messages to Volunteer Supervisors at the end of the day. * Put together new ...

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All JobsEvening Call Center Supervisor JobsEvening Call Center Supervisor Jobs in Indiana

Evening Call Center Supervisor information

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 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 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 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 Supervisor

LCP TRANSPORTATION LLC

Indianapolis, IN

Full-time

Posted 24 days ago

Job description

The 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.

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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.

Minimum 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.

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