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 Qualifications 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