Call Center Manager

Come join us!

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 Nationals core values of Candor Integrity Respect Creativity and Accountability.

What Youll Do

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.

Key responsibilities include:

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

What Were Looking For

Required Qualifications:

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

Preferred Qualifications:

Experience in a regulated or performance-driven operational environment

Collections or account management experience

Associates or Bachelors degree

Bilingual (English & Spanish)

What We Offer

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

Ready to Join Us

If youre an operations-focused leader who enjoys developing teams and driving performance we invite you to apply and grow your career with RTO National.

Required Experience:

Manager