Director of Call Center Operations

Join our team at RTO National as the Full-Time Director of Call Center Operations in our Greenville office! This is an exciting opportunity for a dynamic individual to lead and inspire our call center team to deliver exceptional customer service and drive operational excellence. As a key player in our company culture that values high performance and customer focus, you will have the chance to make a significant impact on our operations and help shape the future of our business. If you are a skilled leader with a passion for driving results and fostering a positive work environment, we want to hear from you. Come be a part of our innovative and forward-thinking team at RTO National! The expected pay for this position is competitive and commensurate with experience.

What it's like to be a Director of Call Center Operations

As the Director of Call Center Operations at RTO National, you will be responsible for overseeing daily call center activities, including monitoring performance metrics, analyzing data to identify trends, and implementing strategies to optimize efficiency. You will lead and mentor a team of collectors and customer service agents in our call center, providing guidance and support to ensure they deliver exceptional customer service and results. Additionally, you will collaborate with cross-functional teams to develop and implement process improvements, training programs, and quality assurance initiatives. Your ability to problem-solve, prioritize tasks, and drive results will be critical in this role as you work to meet and exceed performance targets and customer satisfaction goals. Join us in shaping the future of our call center operations!

What you need to be successful

To excel as the Director of Call Center Operations at RTO National, you should possess strong leadership and communication skills to effectively manage a team and collaborate with stakeholders across the organization. Direct collections and compliance experience in a Rental, Lease Purchasing or Specialty Finance Environment with knowledge of Asset Management, Recovery, and the Legal processes related to our industry is key. The ability to analyze data, interpret performance metrics, and make data-driven decisions will be essential in driving operational excellence and achieving key objectives. A strategic mindset, problem-solving abilities, and a proactive approach to identifying opportunities for process improvement are also vital for success in this role. As a customer-centric leader, empathy, patience, and a passion for delivering exceptional service will set you apart in building and maintaining positive relationships with both customers and team members. Bring your innovative thinking and excellence in execution to our dynamic call center operations team!

Minimum Qualifications

• Bachelor's degree
• 8-12 years of Collections and Call Center Management in a Rental, Lease Purchase or Specialty Finance Environment

Will you join our team?