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Call Center Director

Axelon Services Corporation

Indianapolis, IN

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JOB DETAILS
SKILLS
Analysis Skills, Behavioral Health, Call Center Management, Call Center Operations, Call Centers, Coaching, Communication Skills, Community Relations, Community and Social Services, Customer Experience, Healthcare, Human Health, Inbound Call Centers, Insurance Documentation, Leadership, Maintain Compliance, Metrics, Operations, Organizational Skills, Performance Analysis, Performance Management, Performance Metrics, Presentation/Verbal Skills, Privacy Regulations, Problem Solving Skills, Regulatory Compliance, Scripting (Scripting Languages), Service Delivery, Social Work, Strategic Planning, Team Lead/Manager, Writing Skills
LOCATION
Indianapolis, IN
POSTED
8 days ago


Pay Rate: USD $80,000 to $100,000



Summary:

  • Location: Indiana
  • Industry: Healthcare / Health Services
  • Job Category: Office / Clerical / Administrative


Responsibilities:

  • Manage daily call center operations (inbound inquiries and outbound outreach)
  • Oversee admissions/intake from initial contact through placement or service connection
  • Design, implement, and refine scripts, workflows, and communication standards
  • Develop, track, and analyze KPIs, call metrics, and conversion data to improve outcomes and efficiency
  • Lead, coach, and develop call center and admissions staff
  • Ensure accurate documentation, insurance verification, and intake procedures
  • Maintain compliance with privacy, regulatory, and organizational standards
  • Build and sustain relationships with community partners, referral sources, and stakeholders
  • Prepare and present reports to support leadership and strategic planning
  • Collaborate with internal teams to ensure seamless handoffs from intake to service delivery
  • Promote a high-quality, empathetic customer experience across all interactions


Requirements:

  • Bachelor’s degree in healthcare, business, or related field preferred
  • 5 years of call center leadership experience (healthcare or human services strongly preferred)
  • Strong understanding of call center KPIs, performance management, and reporting
  • Experience managing high-volume inbound and outbound call environments
  • Demonstrated ability to lead, coach, and build engaged teams
  • Strong analytical, organizational, and problem-solving skills
  • Excellent verbal and written communication skills
  • Ability to manage competing priorities in a fast-paced environment


Preferred Skills:

  • Experience in behavioral health, social services, or similar service-based settings preferred

About the Company

A

Axelon Services Corporation