Freelance Call Center Supervisor Jobs in Indiana

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.

• 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.