Our Client is  seeking an experienced Call Center Director  in Indiana to lead a inbound/outbound communications team that supports admissions, client engagement, and referrals. This position will lead and oversee daily call center and admissions operations, optimize workflows, drive performance using data, and ensure a compassionate, compliant experience for individuals, families, and referral partners from first contact through placement or service connection.

Key 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

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