Director, Retirement Plan Services Call Center

Lincoln Financial•Fort Wayne, IN

2d•$94,875 - $151,800•Remote

About The Position

The Director, RPS Call Center Services leads the team by providing strategic leadership, coaching, and functional expertise to ensure an exceptional experience for Retirement Plan Services participants and partners. In this role, you will oversee call center operations, foster strong customer relationships, resolve complex inquiries and concerns with fairness and efficiency, and develop strategies that enhance service delivery, operational performance, and the overall customer experience.

Requirements

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
5+ Years in Client Services that directly aligns with the specific responsibilities for this role, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience
Retirement experience.
Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Remains current in profession and industry trends.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Nice To Haves

Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models, managing departmental performance
Strategic Planning/Execution
Process re-engineering experience
Managing/leading teams that are in office, hybrid and fully remote
Bilingual (Spanish)

Responsibilities

Lead a dynamic team in an environment that is constantly changing.
Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent.
Direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility.
Lead and develop a team of managers and customer service professionals, fostering a high-performance, customer-focused culture.
Oversee day-to-day contact center operations, ensuring exceptional service, efficient issue resolution, and a seamless customer experience.
Partner with the WorkForce Management team to drive workforce planning and operational excellence by forecasting call volumes, managing staffing strategies, and implementing escalation plans.
Partner with business leaders and key stakeholders to anticipate organizational, product, and regulatory changes that may impact customer demand and service delivery.
Use data and insights to improve performance, develop team training programs, manage budgets, and ensure compliance with privacy and regulatory requirements.
Own daily contact center performance against service level, productivity, quality, customer experience, and staffing targets; identify gaps quickly and drive corrective action.
Hold managers and frontline leaders accountable for results, coaching, performance management, engagement and consistent execution of operating standards.
Partner with the AVP, RPS Call Center to translate strategy into action by driving process improvements, resolving root causes, and ensuring initiatives are delivered on time with measurable results.
Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational efficiency, and support scalable business growth.