VP of Call Center Operations
4 weeks ago
RTO National is seeking a highly skilled and experienced VP of Call Center Operations to lead our team in delivering exceptional customer service and driving operational excellence. This is an exciting opportunity for a dynamic individual to oversee daily call center activities, including monitoring performance metrics, analyzing data to identify trends, and implementing strategies to optimize efficiency.
Key Responsibilities:
- Oversee daily call center activities, including monitoring performance metrics and analyzing data to identify trends.
- Implement strategies to optimize efficiency and improve customer satisfaction.
- Lead and mentor a team of Managers, Supervisors, Collectors, and Customer Service agents.
- Collaborate with cross-functional teams to develop and implement process improvements, training programs, and quality assurance initiatives.
Requirements:
- Bachelor's degree.
- Minimum of 12 years of Collections and Call Center Management experience in a Rental, Lease Purchase or Specialty Finance Environment.
- Ability to create, streamline, and implement new processes, structures, and roles that create speed, efficiency, and support rapidly shifting business demands.
- Strong leadership and communication skills to effectively manage a team and collaborate with stakeholders across the organization.
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