Director of Advisor Support (Scottsdale)

TRCs 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 centers 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