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Senior Call Reviewer Jobs in Indiana (NOW HIRING)

Crowe LLP

Loan Review Senior Consultant

South Bend, IN · On-site

Crowe is seeking a Loan Review Senior Consultant to perform credit risk consulting projects for a ... Experience in leveraged lending, capital call, subscription loans, venture lending, or Asset-Based ...

Crowe LLP

Loan Review Senior Consultant

Fort Wayne, IN · On-site

Crowe is seeking a Loan Review Senior Consultant to perform credit risk consulting projects for a ... Experience in leveraged lending, capital call, subscription loans, venture lending, or Asset-Based ...

Lakehouse Senior Living

QMA - Med Tech

Huntington, IN · On-site

$20/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Reviews service plan to learn pertinent information about residents. * Assists/observes medications ... And at Discovery Senior Living, we're unified by certain, core values, which we call our "Pillars ...

LakeHouse Senior Living

QMA - Med Tech

Huntington, IN · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Reviews service plan to learn pertinent information about residents. * Assists/observes medications ... And at Discovery Senior Living, we're unified by certain, core values, which we call our "Pillars ...

Crowe-Global

Loan Review Senior Consultant

Fort Wayne, IN · On-site

$76.20 - $151/hr

Crowe is seeking a Loan Review Senior Consultant to perform credit risk consulting projects for a ... Experience in leveraged lending, capital call, subscription loans, venture lending, or Asset-Based ...

Sonida Senior Living

Housekeeper - PRN and Part-Time

Anderson, IN · On-site

$12.25 - $15.50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Find your joy here, at Keystone Woods, a Sonida Senior Living community! We offer a comprehensive ... Sage - Improve call light response time and improvement to service and care * Microsoft Power BI ...

LakeHouse Senior Living

QMA

Huntington, IN · On-site

$16.25 - $21/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Reviews service plan to learn pertinent information about residents. * Assists/observes medications ... And at Discovery Senior Living, we're unified by certain, core values, which we call our "Pillars ...

Lakehouse Senior Living

QMA

Huntington, IN · On-site

$23/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Reviews service plan to learn pertinent information about residents. * Assists/observes medications ... And at Discovery Senior Living, we're unified by certain, core values, which we call our "Pillars ...

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Senior Call Reviewer jobs near you

Call Center Supervisor

LCP TRANSPORTATION LLC

Indianapolis, IN

Full-time

Posted 26 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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