Call Center Operations Manager (Shed Portfolio) - RTO National

We are growing! Come join us!

Due to continuous growth, we are currently recruiting a Call Center Operations Manager (Shed Portfolio)

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 (Shed Portfolio) 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
• Hands-On Training
• Total Rewards Program
• 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

Physical Requirements

• Must be able to remain in a stationary position during the workday.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position frequently communicates with staff and customers who have inquiries. Must be able to exchange accurate information in these situations.
• Must be able to lift or carry up to 10 pounds on occasion.
• The person in this position will work in an office environment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Please visit our website for more information!

https://www.rtonational.com/careers

RTO National is an equal opportunity employer committed to creating a diverse workforce. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, pregnancy, gender identity, national origin, age, disability, genetic information, marital status, service member status, amnesty or status as a covered veteran, or any other protected classification under applicable federal, state, and local laws.

This position is subject to a background check and drug screening. Only job-related convictions will be considered and will not automatically disqualify the candidates.