Call Center Director

Pay Rate: USD $80,000 to $100,000Summary:Location: IndianaIndustry: Healthcare / Health ServicesJob Category: Office / Clerical / AdministrativeResponsibilities: Manage daily call center operations (inbound inquiries and outbound outreach)Oversee admissions/intake from initial contact through placement or service connectionDesign, implement, and refine scripts, workflows, and communication standardsDevelop, track, and analyze KPIs, call metrics, and conversion data to improve outcomes and efficiencyLead, coach, and develop call center and admissions staffEnsure accurate documentation, insurance verification, and intake proceduresMaintain compliance with privacy, regulatory, and organizational standardsBuild and sustain relationships with community partners, referral sources, and stakeholdersPrepare and present reports to support leadership and strategic planningCollaborate with internal teams to ensure seamless handoffs from intake to service deliveryPromote a high-quality, empathetic customer experience across all interactionsRequirements: Bachelor's degree in healthcare, business, or related field preferred5 years of call center leadership experience (healthcare or human services strongly preferred)Strong understanding of call center KPIs, performance management, and reportingExperience managing high-volume inbound and outbound call environmentsDemonstrated ability to lead, coach, and build engaged teamsStrong analytical, organizational, and problem-solving skillsExcellent verbal and written communication skillsAbility to manage competing priorities in a fast-paced environmentPreferred Skills: Experience in behavioral health, social services, or similar service-based settings preferred