Remote Operations Leader - Customer Care Champion

One Call; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Paid time off 18 days

Comprehensive benefits

Counseling & financial services

Foundation assistance

Job summary

One Call is seeking a Director of Operations to lead multiple teams within the operations center, ensuring top-tier customer service and SLA adherence in a remote-first environment.

You will drive performance, coach supervisors, manage staffing, and collaborate with internal functions to streamline processes and improve outcomes.

We value Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply as core values guiding daily work and decision-making.

Qualifications

• High school diploma or GED; Associate or Bachelor's degree preferable.
• Extensive knowledge of company products, services and operations.
• Excellent customer service and strong communication skills.
• Detail-oriented, customer-driven, and able to manage high workload.
• Ability to lead large teams and manage staff performance.
• Familiarity with workforce management tools and scheduling software.
• Strong problem-solving, decision-making, and analytical abilities.
• Demonstrates effective people skills and collaboration across teams.

Responsibilities

• Oversees teams of Associates handling inquiries via phone/email.
• Monitors operations to meet service levels and policies.
• Ensures adequate phone coverage and scheduling.
• Escalation point for difficult customer issues.
• Evaluates call quality and provides coaching to reps.
• Communicates with clients, vendors, and departments to ensure quality service.
• Responsible for performance appraisals, hiring, promotions and salary adjustments.
• Coaches and mentors supervisors and team leads; drives process improvements.
• Tracks and reports performance against goals (quality, volume, CSAT).
• May back up senior management in their absence.

Skills

Customer service

Communication skills

Team leadership

Workforce management

Problem solving

Analytical skills

People skills

MS Office

Team-oriented

Education

High school diploma/GED

Associate or Bachelor's degree

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams within the operations center, ensuring top-tier customer service and SLA adherence in a remote-first environment.

You will drive performance, coach supervisors, manage staffing, and collaborate with internal functions to streamline processes and improve outcomes.

We value Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply as core values guiding daily work and decision-making.