[Hiring] Director of Group Protection Call Center @Lincoln Financial

Role Description

We are excited to bring on a Director of Group Protection Call Center to join the Workplace Solutions Operations organization.

The Director, GP Call Center Services, leads the team by providing strategic leadership, coaching, and functional expertise to ensure an exceptional experience for Group Protection participants and partners. In this role, you will:

• Oversee call center operations and foster strong customer relationships.
• Resolve complex inquiries and concerns with fairness and efficiency.
• Develop strategies that enhance service delivery, operational performance, and the overall customer experience.

What you'll be doing:

• Lead a dynamic team in a constantly changing environment.
• Provide training and development opportunities, including stretch assignments, for team members.
• Direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards.
• 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 and efficient issue resolution.
• Partner with the WorkForce Management team to drive workforce planning and operational excellence.
• 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.
• Hold managers and frontline leaders accountable for results and consistent execution of operating standards.
• Partner with the AVP, GP Call Center to translate strategy into action.
• Cultivate and manage offshore strategic partnerships to enhance talent delivery and operational efficiency.

Qualifications

• 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.
• 3+ years of managerial, supervisory, and/or demonstrated leadership experience.
• Excellent organizational skills with the ability to prioritize workload and multi-task.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Requirements

• Operational Leadership Experience – setting Key Performance Indicators, managing workload/staffing models.
• Strategic Planning/Execution.
• Process re-engineering experience.
• Managing/leading teams that are in office, hybrid, and fully remote.
• Bilingual (Spanish).
• Travel Requirements: Up to 25% international required.

Benefits

• Clearly defined career tracks and job levels.
• Leadership development and virtual training opportunities.
• PTO/parental leave.
• Competitive 401K and employee benefits.
• Free financial counseling, health coaching, and employee assistance program.
• Tuition assistance program.
• Work arrangements that work for you.
• Effective productivity/technology tools and training.