Call Center Operations Manager

6 days ago


Greenville, South Carolina, United States RTO National Full time
About the Role

RTO National is seeking a highly skilled and experienced Director of Call Center Operations to lead our call center team in delivering exceptional customer service and driving operational excellence.

Key Responsibilities
  • Oversee daily call center activities, including monitoring performance metrics and analyzing data to identify trends.
  • Lead and mentor a team of collectors and customer service agents, providing guidance and support to ensure they deliver exceptional customer service and results.
  • Collaborate with cross-functional teams to develop and implement process improvements, training programs, and quality assurance initiatives.
  • Develop and implement strategies to optimize efficiency and meet performance targets and customer satisfaction goals.
Requirements
  • 8-12 years of experience in collections and call center management in a rental, lease purchase, or specialty finance environment.
  • Strong leadership and communication skills to effectively manage a team and collaborate with stakeholders.
  • Direct collections and compliance experience with knowledge of asset management, recovery, and legal processes related to the industry.
  • Ability to analyze data, interpret performance metrics, and make data-driven decisions.
  • Strategic mindset, problem-solving abilities, and a proactive approach to identifying opportunities for process improvement.
What We Offer

RTO National offers a competitive salary and benefits package to the successful candidate.



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