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Customer Service Leader

2 weeks ago

Knoxville, Tennessee, United States LPL Financial Holdings, Inc. Full time
Company Overview
LPL Financial Holdings, Inc. is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor (RIA) firms nationwide. We are committed to providing our advisors and institution leaders with the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business.

Job Description
The Customer Service Leader will be responsible for leading a team of 10-15 Service Professionals in providing world-class service to LPL Financial's advisors via multiple communication structures such as phone and email. Key responsibilities include:
  • Co-managing the ATST staff, including hiring, performance management, goal setting, setting daily and weekly team priorities, and developing talent.
  • Identifying developmental needs and opportunities, recognizing staff contributions, motivating employees, ensuring clear and consistent communications up and down the organization, and completing performance and pay reviews.
  • Driving employee satisfaction by routinely engaging with staff through coaching, team huddles, and engagement events.
  • Managing and monitoring daily workflow to ensure SLAs are met and delivering world-class service that delights our advisors.

Requirements
The ideal candidate will have 3+ years of Call Center Management experience, strong leadership skills, including experience with inspiring, empowering, and supporting teams to achieve their full potential. Other essential requirements include MS Office proficiency, a strong client focus, ability to provide effective feedback, excellent organizational skills, problem-solving and conflict resolution skills, and strong communication skills.