Call Center Manager
About The Position
RTO National is seeking an experienced Operations Manager to oversee and support daily call center operations. This role is designed for a hands-on leader with strong operational and people-management experience who can drive performance, ensure consistency, and foster a positive, accountable work environment. The Operations Manager will partner closely with supervisors and cross-functional teams to ensure operational goals are met while upholding RTO National's core values of Candor, Integrity, Respect, Creativity, and Accountability. As a Call Center Operations Manager, you will be responsible for leading teams, managing performance, and ensuring efficient day-to-day operations within the call center environment.
Requirements
- Proven call center operations experience in a leadership role
- Strong people management, coaching, and development skills
- Excellent organizational, time management, and decision-making abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong verbal and written communication skills
- Proficiency with call center technologies, phone systems, and standard software applications
- High school diploma or GED required
Nice To Haves
- Experience in a regulated or performance-driven operational environment
- Collections or account management experience
- Associate's or Bachelor's degree
- Bilingual (English & Spanish)
Responsibilities
- Lead, coach, and develop supervisors and front-line team members
- Monitor daily, weekly, and monthly operational KPIs and service levels
- Communicate daily priorities, expectations, and company updates to teams
- Maintain appropriate staffing levels through interviewing, hiring, onboarding, and workforce planning
- Conduct 90-day and annual performance reviews in a timely manner
- Partner with internal departments to support operational workflows and issue resolution
- Ensure adherence to company policies, procedures, and approved communication standards
- Support attendance tracking, timecard approvals, and administrative workflows
- Review and approve operational tasks and requests as needed
- Maintain and update departmental process documentation as operations evolve
- Promote employee engagement through contests, incentives, and recognition initiatives
- Prepare operational reports and summaries for leadership
Benefits
- Monthly bonus potential
- Engaged and supportive leadership team
- Paid Time Off & Paid Holidays
- Medical, Dental, Vision, Disability, and Employer-Paid Life Insurance
- Health Savings Account (HSA) eligibility
- 401(k) plan with Safe Harbor match
- Employee Assistance Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
