Director, GP Call Center - Remote Leadership & Strategy

Lincoln Financial Group; Omaha, Northern (NE, KY); Hybrid; USD 95,000 - 152,000; Full time

Job summary

Lincoln Financial Group is seeking a Director, GP Call Center Services to lead a dynamic team, oversee call center operations, and drive strategies for exceptional customer experience in a complex, changing environment. The role emphasizes coaching, performance management, and cross-functional collaboration.

You will forecast workloads, manage budgets, ensure privacy compliance, and partner with leadership to deliver scalable, high-quality service. Travel up to 25% international may be required.

Qualifications

• Must have a 4 year/Bachelor's degree or equivalent work experience
• 5+ years in Client Services with 3+ years in managerial/leadership roles
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong organizational skills with ability to prioritize and multi-task
• Experience with performing under regulatory/privacy requirements

Responsibilities

• Lead a dynamic team in a changing environment with training and development opportunities
• Manage and develop a team of managers and customer service professionals to foster a high-performance, customer-focused culture
• Oversee day-to-day contact center operations to deliver exceptional service and efficient issue resolution
• Partner with WorkForce Management to forecast call volumes and staffing needs; implement escalation plans
• Collaborate with business leaders to anticipate changes impacting customer demand and service delivery

Education

Bachelor's degree

Job description

Lincoln Financial Group is seeking a Director, GP Call Center Services to lead a dynamic team, oversee call center operations, and drive strategies for exceptional customer experience in a complex, changing environment. The role emphasizes coaching, performance management, and cross-functional collaboration.

You will forecast workloads, manage budgets, ensure privacy compliance, and partner with leadership to deliver scalable, high-quality service. Travel up to 25% international may be required.