Director, Retirement Plan Services Call Center

**Date:** Aug 26, 2026 **Primary Location:** Fort Wayne, IN, US **\#job\-location.job\-location\-inline { display:** inline; } **Company:** Lincoln Financial **Alternate Locations:** Work from Home **Work Arrangement:** **Remote :** Work at home employee residing outside of a commutable distance to an office location. **Relocation assistance:** is not available for this opportunity. **Requisition \#:** 76538 The Role at a Glance The Director, RPS Call Center Services leads the team by providing strategic leadership, coaching, and functional expertise to ensure an exceptional experience for Retirement Plan Services participants and partners. In this role, you will oversee call center operations, foster strong customer relationships, resolve complex inquiries and concerns with fairness and efficiency, and develop strategies that enhance service delivery, operational performance, and the overall customer experience. What you'll be doing You will lead a dynamic team in an environment that is constantly changing. Provide training and development opportunities, including stretch assignments, for team members while providing honest and open feedback to aid in the development of talent. You will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards for assigned areas of responsibility. You will lead and develop a team of managers and customer service professionals, fostering a high\-performance, customer\-focused culture. You will oversee day\-to\-day contact center operations, ensuring exceptional service, efficient issue resolution, and a seamless customer experience. You will partner with the WorkForce Management team to drive workforce planning and operational excellence by forecasting call volumes, managing staffing strategies, and implementing escalation plans. You will partner with business leaders and key stakeholders to anticipate organizational, product, and regulatory changes that may impact customer demand and service delivery. You will use data and insights to improve performance, develop team training programs, manage budgets, and ensure compliance with privacy and regulatory requirements. You will own daily contact center performance against service level, productivity, quality, customer experience, and staffing targets; identify gaps quickly and drive corrective action. You will hold managers and frontline leaders accountable for results, coaching, performance management, engagement and consistent execution of operating standards. You will partner with the AVP, RPS Call Center to translate strategy into action by driving process improvements, resolving root causes, and ensuring initiatives are delivered on time with measurable results. Cultivate and manage offshore strategic partnerships, fostering strong vendor relationships to enhance talent delivery, improve operational