Collections Call Center Manager

Come join us!

RTO National is seeking an experienced Collections Call Center 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. This role requires a decisive leader who is comfortable operating with urgency enforcing standards and making difficult decisions in a high-pressure performance-driven 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 Collections Call Center Manager you will be responsible for leading teams managing performance and ensuring efficient day-to-day operations within the call center environment. Candor and Accountability in this role mean surfacing issues early addressing underperformance directly and prioritizing results and compliance over comfort or avoidance.

Key responsibilities include:

• Lead coach and develop supervisors and front-line team members holding individuals accountable through clear expectations and timely corrective action
• Monitor daily weekly and monthly operational KPIs and service levels taking immediate action when performance trends decline
• Communicate daily priorities expectations and company updates with clarity and urgency even during rapid change
• Maintain appropriate staffing levels through interviewing hiring onboarding and workforce planning
• Conduct 90-day and annual performance reviews and proactively address performance gaps
• Partner with internal departments to support operational workflows and issue resolution escalating risks and blockers early
• Ensure adherence to company policies procedures and approved communication standards even when enforcement is challenging
• 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 while balancing engagement with performance expectations
• Prepare operational reports and summaries for leadership including insights risks and recommendations

What Were Looking For

• Required Qualifications:
  • Proven call center operations experience in a leadership role including managing strong-willed performance-driven teams
  • Strong people management coaching and development skills with the ability to address resistance and underperformance directly
  • Excellent organizational time management and decision-making abilities including making timely decisions with incomplete information
  • Ability to manage multiple priorities in a fast-paced environment where urgency and pressure are constant
  • Strong verbal and written communication skills including delivering difficult messages clearly
  • Proficiency with call center technologies phone systems and standard software applications
  • High school diploma or GED required
• Preferred Qualifications:
  • Collections or account management experience with direct accountability for performance compliance and team outcomes in a regulated high-pressure environment
  • Experience enforcing performance standards and corrective action within a quota-driven or metrics-based collections environment
  • Associates or Bachelors degree
  • Bilingual (English & Spanish)

What We Offer

• Monthly bonus potential
• Engaged and supportive leadership team that values transparency direct communication and shared accountability
• 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 driving performance and taking ownership in challenging environments we invite you to apply and grow your career with RTO National.

Required Experience:

Manager