TRC’s client, a leading wealth management firm, has a Direct Hire opportunity for a Director of Advisor Support (Call Center).
The Director of Advisor Support leads a multi-location advisor support organization serving 11,000+ financial professionals nationwide, setting strategy and overseeing daily operations. This role provides hands-on leadership in the LaVista, NE office while driving exceptional customer experience and continuous improvement across phone, case, and chat channels.
Responsibilities:
• Develop and execute the call center’s strategic plan aligned with corporate goals, customer experience standards, and growth objectives.
• Oversee workforce planning, budget management, and forecasting to ensure operational efficiency and cost control.
• Lead, coach, and mentor a management team including call center managers, supervisors, QA, training, and workforce management functions.
• Foster a positive, high-performance culture with a focus on accountability, employee engagement, and professional development.
• Ensure daily operations meet or exceed service-level goals including quality, productivity, adherence, and customer satisfaction targets.
• Monitor and analyze operational metrics, identifying trends and executing action plans to improve performance.
• Champion a customer-first mindset and ensure consistent high-quality service delivery
• Lead initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR)
• Partner with product, risk, marketing, and technology teams to improve processes, eliminate friction points, and enhance the customer journey
• Effectively adopt changing business needs and guide employees through shifting priorities
• Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration
Basic Requirements:
• Minimum 5 years management experience required with demonstrated ability to develop people, at different performance levels, via established performance objectives, regular feedback, and appropriate recognition
•Bachelors degree; high school diploma with extensive experience may be considered
• Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication
• Outstanding professional presence and positive customer service attitude
• Successful track record of customer-centric decision making
• Ability to cope with and persevere through frequent and unexpected changes
• Excellent organizational skills, with the ability to handle multiple tasks
