Director, National Contact Center

The National Contact Center Leader manages teams of professionals and managers in support of contact center operations. The job guides the work of the function and/or assigned sites and is responsible for implementing standards and targets to ensure that contact center performance remains high across the organization. The Contact Center Leader job is responsible for short to mid-term (1-3 years) strategic direction of contact center operations in the organization.

Key Responsibilities and Duties

• Directs the design and development of systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality.
• Ensures performance standards to are met to further the contact center service goals of the organization.
• Directs contact center staffing and ensures the assigned site(s) is running smoothly during the planned schedule period.
• Coaches customer service teams to achieve performance goals and objectives.
• Provides feedback to the organization regarding service complaints or customer concerns.
• Communicates with and influences cross-functional organizational stakeholders and teams members regarding product or service quality issues to appropriate business unit or product managers.
• Communicates customer service budget matters of significance to executive leadership and monitors the cost and effectiveness of activities to prioritize spending and resource allocation.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 8+ Years Required; 10+ Years Preferred

FINRA Registrations

• SRC Indicator: Series 7; Series 63; Series 24

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
10PL

Required Skills:

• 5+yrs of Management experience
• 5+yrs of Contact Center Experience
• Series 7 and Series 63 required
• Series 24 required or ability to get within 120 days of hire.

Preferred Skills:

• Experience managing managers
• Experience managing to KPI's and helping to drive the development of their teams.

Related Skills

Adaptability, Collaboration, Communication, Conflict Management, Customer Engagement, Digital Savviness, Innovation, Inspires Others, Prioritizes Effectively, Resourcefulness

Anticipated Posting End Date:

2026-04-10

Base Pay Range: $126,000/yr - $148,000/yr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.  In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). 

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-bei