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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