Call Center Operations Manager

Full Time, onsite
RTO National
Greenville, United States of America

Salary undisclosed

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We are growing! Come join us!

We are currently recruiting a Call Center Operations Manager.

We recruit employees who support our core values of Accountability, Creativity, Integrity, Respect, and Candor. By prioritizing these values, we deliver on our vision of "Success made Simple" to ourselves, our dealers, our customers, and our communities.

The Call Center Operations Manager will play a pivotal role in directing and managing the collections strategy, operations, performance, and workforce planning for the RTON Shed Collection Portfolio. Upholding a culture that is fair, firm, and professional, the manager leads a team of high performers driven toward excellence. Success is gauged by achieving company-established KPIs and service levels, reflecting a commitment to both operational efficiency and a supportive, empowering work environment.

The Ideal Candidate Will

Maintain and improve Shed Collection operations by monitoring dashboard performance to budgeted KPI's.
Keep the teams up to date on daily strategy expectations and upcoming company changes.
Commit to our core values (Candor, Integrity, Respect, Creativity, Accountability) while motivating and working together as a team in a positive environment.
Maintain proper staffing by determining when to interview and hire additional team members
Complete understanding of operations (point of application to termination) with the ability to partner with dealer support, accounting, compliance, retrieval and/or legal departments.
Conduct individual performance reviews, 90 days and annual, in a timely manner
Partner with the training manager to provide new hire and ongoing training materials, as needed.
Review and approve Redbooth tasks, as needed.
Partner with supervisors to monitor team attendance, time card tracking, etc.
Manage and complete any free-time submissions. (3MMP, Due date Change, Assumptions, etc.)
Ensure supervisors are sending appropriate, company-approved mass texts.
Disperse any received mail to the Account Manager or Supervisor.
Create and review departmental process documentation regularly to ensure documentation is accurate and up to date as business operations evolve.
Create and implement monthly or quarterly departmental contests and incentives.

What You Need

Training and coaching skills to motivate employees.
Understanding of technology, software applications, phone, and computer systems.
Verbal and written communication.
The ability to remain calm and in control of a situation.
the ability to develop people.
The ability to hire effectively.
Excellent work ethic.
Ability to communicate thoroughly and effectively in person and in writing.
Great decision-making skills.
3-5 years of Specialty Collections (Rental/Lease Purchasing) is required.
Proven management experience is required.
Bilingual (English & Spanish) is preferred but not required.
A high school diploma or GED is required. Associate or bachelor's degree is preferred.

What We Will Provide You

Monthly Bonus Potential
An Engaged Leadership Team
Paid Time Off & Paid Holidays
Employee Assistance Program
Medical, Dental, Vision, Disability, and Employer-Provided Life Insurance
Health Savings Account Eligibility
401(k) Plan with a Safe Harbor Match

Who is RTO National?

Please visit our website for more information!

https://www.rtonational.com/careers

Maintain and improve Shed Collection operations by monitoring dashboard performance to budgeted KPI's.
Keep the teams up to date on daily strategy expectations and upcoming company changes.
Commit to our core values (Candor, Integrity, Respect, Creativity, Accountability) while motivating and working together as a team in a positive environment.
Maintain proper staffing by determining when to interview and hire additional team members
Complete understanding of operations (point of application to termination) with the ability to partner with dealer support, accounting, compliance, retrieval and/or legal departments.
Conduct individual performance reviews, 90 days and annual, in a timely manner
Partner with the training manager to provide new hire and ongoing training materials, as needed.
Review and approve Redbooth tasks, as needed.
Partner with supervisors to monitor team attendance, time card tracking, etc.
Manage and complete any free-time submissions. (3MMP, Due date Change, Assumptions, etc.)
Ensure supervisors are sending appropriate, company-approved mass texts.
Disperse any received mail to the Account Manager or Supervisor.
Create and review departmental process documentation regularly to ensure documentation is accurate and up to date as business operations evolve.
Create and implement monthly or quarterly departmental contests and incentives.

What You Need

Training and coaching skills to motivate employees.
Understanding of technology, software applications, phone, and computer systems.
Verbal and written communication.
The ability to remain calm and in control of a situation.
the ability to develop people.
The ability to hire effectively.
Excellent work ethic.
Ability to communicate thoroughly and effectively in person and in writing.
Great decision-making skills.
3-5 years of Specialty Collections (Rental/Lease Purchasing) is required.
Proven management experience is required.
Bilingual (English & Spanish) is preferred but not required.
A high school diploma or GED is required. Associate or bachelor's degree is preferred.

What We Will Provide You

Monthly Bonus Potential
An Engaged Leadership Team
Paid Time Off & Paid Holidays
Employee Assistance Program
Medical, Dental, Vision, Disability, and Employer-Provided Life Insurance
Health Savings Account Eligibility
401(k) Plan with a Safe Harbor Match

Who is RTO National?

Please visit our website for more information!

https://www.rtonational.com/careers