Call Center Manager

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.

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.

• 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

• 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

• Experience in a regulated or performance‑driven operational environment
• Collections or account management experience
• Associate's or Bachelor's degree
• Bilingual (English & Spanish)

• 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

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.