RMG GROUP^®: Respect. Motivation. Greatness

RMG GROUP-which stands for Respect– Motivation- Greatness- outside of is a leading retail financial services alternative. RMG GROUP with is a joint venture between Ramsey Management Group Inc and RMG Management Group Inc is headquartered in Los Angeles, CA, Denver, CO, and Phoenix, AZ. Yes, we have over 31 subsidiaries and 3 charities so we have three headquarters. At RMG GROUP our goal is not only to be a leader of all the services and products we touch but to be an innovator and setting the standard higher in expectations. Showing our customers, partners, vendors, and others that they deserve more the RMG way. Started in August of 2014 RMG GROUP's sole mission was to be a leader and innovator. Across our thirty-one companies, RMG GROUP holds over $250 million in assets.

About RMG GROUP Protection:

RMG GROUP Protection is a leading provider in warranty and subscription-based protection plans serving consumers and businesses nationwide. Our main initiative is to change the way our customer views protection. We are the FIRST company to provide zero deductible protection out of our direct competitors. We also hold the leadership championship ring for innovation. 

 

The Senior Operations Manager will lead a team of Operation Managers by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams. Improve team member satisfaction by creating an environment consistent with RMG GROUP Protection's Core Values, resulting in the retention of leaders and representatives.

The Senior Operations Manager will oversee the operations of assigned clients and/or teams in accordance with RMG GROUP Protection's Core Values by providing outstanding service to both internal and external customers. This position is responsible for understanding and complying with the operational contractual requirements of RMG GROUP Protection's clients. Position responsibilities include coaching and development of Operation Managers and teams to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment. 

 Primary Duties and Responsibilities:

• Collaborates and follows directives of Site Director.
• Provides exceptional customer service to all internal customers of RMG GROUP Protection
• Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services
• Fosters a cooperative team environment within the management team and site
• Provide leadership, direction, support and career development to Customer Solutions organizations, management, and teams in a manner consistent with RMG GROUP Protection's Core Values and business objectives
• Lead Operations Managers to support their teams to train, motivate and coach the leaders on the essential skills to meet that each team member has the tools they need to succeed at their job
• Appropriately prioritize site, team, and individual goals to effectively achieve business objectives
• Actively seeks input from team members to understand successes and opportunities and leverage of input to make improvements
• Helps to develop, define and execute a culture that leverages rewards and recognition
• Continually seeks opportunities to improve operations, including people, processes, and technologies
• Ensure that team member, client, and customer expectations are met and exceeded
• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
• Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved
• Assists Site Director with strategic planning as it pertains to Operations
• Represents RMG GROUP Protection in client interactions to include: Supporting and facilitating client requested changes and representing customer experience feedback
• Maintains an excellent working knowledge of the entire operation, as well as leading and developing department projects
• Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance
• Help to develop and management strategies and action plans to manage the site and enterprise employee retention and satisfaction
• Help to manage the site’s budget and understand the impact of decisions and actions based on the overall company financial performance

 Qualifications:

• Ability to quickly resolve concerns and problems within the Department
• Demonstrates a commitment to achieve all goals and objectives
• Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable
• Proven and demonstrable leadership, management and motivational skills
• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
• Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees
• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
• Exudes the ability to inspire, motivate and influence others to achieve
• Demonstrated excellence in communication (written and verbal) with internal and external customers
• Results-driven, action-oriented, and self-motivated mindset
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office

Work at Home locations:

-Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards

Additional requirements:

-Training - Routine training classes are required and/or offered during the employee life-cycle. Training may consist of classroom and/or Computer-based training (CBT)

-Schedules - Flexible to work all shifts as required (evenings, weekends, and holidays)
 

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at RMG GROUP Financial:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

RMG GROUP is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. RMG GROUP will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. RMG GROUP is a drug-free workplace. RMG GROUP provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team careers@rmggroup.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

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