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TRC Talent Solutions · 1 hour ago

Sr. Manager, Call Center

La Vista, NE

Full-time

Hybrid

Senior Level, Lead/Staff, Director/Executive

5+ years exp

TRC Talent Solutions is working alongside a rapidly growing wealth management firm, seeking a Director of Advisor Support in La Vista, Nebraska. This role involves leading a team of Advisor Support professionals, ensuring exceptional customer experience, operational efficiency, and team engagement while driving continuous improvement across all service channels.

Management Consulting

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

Qualification

Management experienceCustomer-centric decision makingOperational efficiencyFINRA Series 7 licenseCoachingMentoringPositive customer service attitudeOrganizational skillsAdaptability

Required

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