Job Description
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 National's core values of Candor, Integrity, Respect, Creativity, and Accountability.
What You'll 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 We're 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
• Associate's or Bachelor's 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 you're an operations-focused leader who enjoys developing teams and driving performance, we invite you to apply and grow your career with RTO National.
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