Remote Operations Leader - Customer Care

One Call; Providence (RI); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Comprehensive benefits

401(k) matching

Life insurance

Job summary

One Call is seeking a Director of Operations to lead multiple customer service teams and drive excellence in service delivery. The role focuses on staff leadership, coaching, scheduling, and performance improvement to ensure top-tier customer experiences.

You will work in a remote-first environment with strict SLAs, collaborating with internal teams to maintain quality and customer satisfaction. A strong background in workforce management and people leadership is required.

Qualifications

• Proven experience leading multiple customer service teams.
• Strong supervision, coaching and hiring background.
• Excellent written and verbal communication skills.
• Ability to manage scheduling and workforce planning.
• Understanding of quality metrics and SLAs.

Responsibilities

• Oversees teams of associates handling inquiries via phone and email.
• Monitors service levels and policy adherence.
• Schedules coverage and staffing changes.
• Acts as escalation point for difficult issues.
• Provides coaching to supervisors and team leads.
• Drives process improvements and efficiency.
• Reports on operations performance against goals.
• Supports senior management in absence.

Skills

Team leadership

Customer service

Workforce management

Scheduling

Communication

Problem solving

Education

High school diploma/GED

Bachelor's degree preferred

Tools

MS Office

CRM software

Job description

One Call is seeking a Director of Operations to lead multiple customer service teams and drive excellence in service delivery. The role focuses on staff leadership, coaching, scheduling, and performance improvement to ensure top-tier customer experiences.

You will work in a remote-first environment with strict SLAs, collaborating with internal teams to maintain quality and customer satisfaction. A strong background in workforce management and people leadership is required.