Overview

The Contact Center Leader is responsible for driving strategic contact center initiatives that elevate customer experience, operational performance, and revenue growth across the Indiana market. This role will be based in Indianapolis, IN and will lead a growing team supporting multiple partner locations throughout the state.

 

Key Responsibilities:

 

Operational Leadership:

• Oversee day-to-day contact center operations supporting the Indiana market.
• Lead, motivate, and develop an in-office team based in Indianapolis, IN.
• Develop and implement processes that enhance customer experience, team effectiveness, and operational efficiency.
• Identify staffing needs and oversee the recruitment, hiring, onboarding, and development of Customer Service Representatives (CSRs).
• Forecast contact volume trends based on seasonality, weather patterns, and business demand to ensure optimal staffing levels.
• Manage customer interactions across multiple communication channels and lead sources, ensuring timely and effective follow-up.
• Build and maintain a high-performing, customer-focused culture that improves employee engagement and retention.
• Foster a positive and collaborative workplace that promotes accountability, recognition, and professional growth.

 

Performance Management:

• Train, coach, and develop CSRs and team leads to achieve high performance standards.
• Drive achievement of key performance indicators (KPIs), including:
• Average Speed to Answer (ASA)
• Booked per Call %
• Abandonment %
• Conversion Rates
• Membership Sales
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Manage and enhance performance scorecards to align team goals with customer experience and business objectives.
• Utilize reporting and analytics to identify trends, opportunities, and areas for improvement.

 

Customer Experience:

• Resolve and de-escalate complex customer concerns beyond CSR authority.
• Continuously evaluate and improve customer service processes to deliver an exceptional customer experience.
• Partner with General Managers, field leaders, and business stakeholders to ensure timely resolution of customer issues.
• Champion a customer-first mindset that drives loyalty, retention, and positive brand reputation.

 

Change Management & Process Improvement:

• Lead change management initiatives to support new technologies, operational processes, and customer service strategies.
• Collaborate cross-functionally to implement best practices and continuous improvement initiatives.
• Support the adoption of innovative contact center tools, automation, and AI-driven solutions that improve efficiency and customer outcomes.

 

Strategic Leadership:

• Analyze operational performance, voice-of-customer feedback, and market trends to identify actionable opportunities.
• Develop and implement contact center strategies that support growth, scalability, and service excellence.
• Design innovative call-handling, scheduling, and overflow strategies to maximize performance.
• Identify and execute revenue-generating opportunities through customer engagement, membership sales, and service conversions.
• Serve as a strategic partner to business leaders across the Indiana market.

 

Requirements:

• Minimum of 5 years of contact center leadership experience, including managing high-performing customer service teams.
• Must be based in or willing to work in Indianapolis, IN.
• Ability to travel periodically throughout Indiana as needed.
• Strong leadership, organizational, communication, and stakeholder management skills.
• Experience leading teams through growth, transformation, and change initiatives.
• Demonstrated ability to leverage data and analytics to drive operational performance and business results.
• Proven success in improving customer experience metrics while achieving revenue and productivity goals.

 

Preferred Qualifications:

• Experience in the home services industry (HVAC, plumbing, electrical, or related field).
• Experience with ServiceTitan and other customer relationship management (CRM) or contact center technologies.
• Experience implementing AI-enabled tools, workforce management solutions, and modern contact center technologies.
• Multi-site or multi-market leadership experience preferred.

 

Benefits:

• Competitive Base Salary + Performance-Based Bonus Opportunities
• Medical, Dental & Vision Insurance Options – including plans with no cost to employees
• 401(k) with Company Match (up to 4%) to support your financial future
• Paid Time Off & Company Holidays to maintain a healthy work-life balance
• Professional Development and Leadership Growth Opportunities
• Stable Growth Opportunity – join a thriving company in a recession-resistant industry

 

Posted Max Pay RateUSD $120,000.00/Yr. Posted Min Pay RateUSD $80,000.00/Yr.