Director of Advisor Support

Company: TRC Talent Solutions
Location: Scottsdale
Posted on: January 10, 2026

Job Description:

TRC’s 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 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 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

Keywords: TRC Talent Solutions, Scottsdale , Director of Advisor Support, Customer Service & Call Center , Scottsdale, Arizona