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Robert Half Logo Robert Half · Call Center

Manager of Member Services

United States, Indianapolis Employment contract · Job Posted May 27, 2026
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Job Description

We are looking for an experienced Manager of Member Services to oversee daily customer support operations in Indianapolis, Indiana. This role leads a member-facing team, ensures consistent service quality, and helps build an efficient department through strong staffing and scheduling practices. The ideal candidate brings a hands-on leadership style, sound judgment in hiring and coaching, and a focus on balancing service excellence with cost awareness.

Job Responsibility

  • Direct the day-to-day work of a member services team, setting expectations and maintaining accountability for performance
  • Create and adjust staff schedules to support service levels, coverage needs, and operational efficiency
  • Lead recruitment efforts by interviewing candidates, identifying suitable talent, and making informed hiring decisions
  • Onboard and develop new team members through structured training, coaching, and ongoing performance support
  • Guide the team in delivering high-quality assistance to customers across call center and member service interactions
  • Monitor departmental spending and make practical decisions that help manage costs while maintaining service standards
  • Provide team leadership through regular feedback, issue resolution, and continuous improvement of service processes

Requirements

  • Proven experience leading a customer service or member services team in a call center or high-volume support environment
  • Ability to supervise, motivate, and develop a team, including responsibility for performance management and employee coaching
  • Experience with interviewing, hiring, and training staff members
  • Strong scheduling and workforce coordination skills
  • Demonstrated ability to assist customers effectively and resolve service concerns with professionalism
  • Solid understanding of cost control and department-level operational management
  • Strong communication, organization, and decision-making skills

What we offer

  • Medical, vision, dental, and life and disability insurance
  • 401(k) plan
  • Free online training
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