Call Center Supervisor

Verida Inc; Indianapolis (IN); On-site; USD 42,000 - 58,000; Full time

Job summary

Verida Inc in Indianapolis is seeking a Call Center Supervisor to lead frontline staff, ensuring compliant, high-quality service delivery for members, providers, and clients.

You will coach team, monitor metrics, manage scheduling, and partner with management to meet service levels and contractual requirements while maintaining a productive work environment.

Qualifications

• Associate degree or equivalent experience in a relevant field.
• Two or more years of call center supervisory experience.
• Proficiency in Microsoft Office.

Responsibilities

• Supervise daily staff performance to meet service-level expectations.
• Coach and mentor staff; provide feedback and retraining as needed.
• Monitor quality, productivity, and adherence to schedules.
• Address member and provider concerns and coordinate with dispatch.
• Manage staffing, training, and scheduling for absences.
• Collaborate with Call Center Manager on workload and staffing.
• Maintain scripts, documentation, and quality standards.
• Participate in performance evaluations and HR documentation.
• Perform other duties as assigned.

Skills

Leadership

Time management

Organizational skills

Communication

Customer service

Computer literacy

Call center systems

Education

Associate degree or equivalent experience

Tools

Microsoft Office

Job description

Call Center Supervisor

Full Time Admin Support Worker Indianapolis, IN, US

LOCATION: On-site in Indiana

SUMMARY:

Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment.

ESSENTIAL FUNCTIONS

• Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, andestablishedoperational practices.
• Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations.
• Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development.
• Assiststaff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed.
• Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences.
• Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals.
• Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations.
• Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmentalobjectives.
• Participate in employee performance evaluations and complete required human resources documentation ina timelyandaccurate manner.
• Perform other duties and responsibilities as assigned.

REQUIRED SKILLS AND ABILITIES

• Ability to work well with people. Strong leadership skills.
• Exceptional organization and time management skills.
• Positive attitude, good judgment, and strong work ethic.
• Strong computer skills. Proficiencyand speed working in all Microsoft Office products.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.

QUALIFICATION

• Associate degree from an accredited college or university and/orcommensurateexperience in the areas of call center supervisory position.
• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).
• Previoussupervisory experiencepreferred;at least two or more years of Customer Service experience in a Call Center environment.