Remote Operations Leader - Coach Teams & Elevate Service

One Call; Raleigh (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Colleague Assistance Program

Job summary

One Call is seeking a Director of Operations to lead multiple teams in a remote-first environment. This role emphasizes optimizing customer service delivery, coordinating with internal functions, and driving performance improvements from home-based management.

The position demands extensive experience in operations leadership, staff development, and strong communication skills to ensure high levels of customer satisfaction across the organization.

Qualifications

• High school diploma or GED required, associates or bachelor's degree preferred.
• Experience leading large teams in a service environment is a plus.
• Strong communication and customer service skills are essential.

Responsibilities

• Oversees one or more teams of Associates handling inquiries via phone/email.
• Monitors adherence to service levels and policies.
• Provides coaching and mentoring to supervisors and team leads.
• Manages performance appraisals and hiring decisions.
• Ensures quality service delivery and customer satisfaction.

Skills

Leadership

Team management

Customer service

MS Office

Scheduling software

Communication

Problem solving

Adaptability

Education

High school diploma/GED

Associate or Bachelor's degree preferred

Tools

MS Office

Job description

One Call is seeking a Director of Operations to lead multiple teams in a remote-first environment. This role emphasizes optimizing customer service delivery, coordinating with internal functions, and driving performance improvements from home-based management.

The position demands extensive experience in operations leadership, staff development, and strong communication skills to ensure high levels of customer satisfaction across the organization.