Remote Operations Leader - Customer Care Impact

One Call; Charleston (WV); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Remote work

Paid time off

Benefits package

Life insurance

Disability coverage

401(k) matching

Job summary

One Call is seeking a Director Operations to lead multiple customer service teams from a home-based role. You will oversee performance, coaching, scheduling, and process improvements to deliver high-quality service.

The position requires extensive leadership experience in operations and the ability to drive collaboration across departments while maintaining a focus on the company’s mission and values.

Qualifications

• A high school diploma/GED; associate or bachelor’s preferred or equivalent.
• Strong customer service and communication skills.
• Experience leading large teams in a service environment.

Responsibilities

• Oversee one or more teams handling inquiries via phone/email.
• Ensure adherence to service levels and policies.
• Manage scheduling and coverage; escalates issues as needed.
• Provide coaching and performance feedback to staff.
• Drive process improvements and report on performance metrics.

Skills

Team leadership

Customer service

Verbal & written comms

MS Office

Scheduling software

Problem solving

Analytical skills

Education

Bachelor's degree preferred

High school diploma or GED

Tools

Quality monitoring software

Workforce management tools

Job description

One Call is seeking a Director Operations to lead multiple customer service teams from a home-based role. You will oversee performance, coaching, scheduling, and process improvements to deliver high-quality service.

The position requires extensive leadership experience in operations and the ability to drive collaboration across departments while maintaining a focus on the company’s mission and values.