Remote Operations Leader — Customer-Focused Excellence

One Call; Springfield (IL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

401(k) matching

Life insurance & disability

Colleague Assistance Program

One Call Foundation

Job summary

One Call is seeking a Director of Operations to lead multiple teams in a remote-first environment. You will plan, direct, and evaluate performance to ensure superior customer service and outcomes for injured workers.

The role emphasizes leadership, workforce management, and process improvements, with expectations for strategic direction and mentoring junior managers. A high level of communication and analytical skills is required.

Qualifications

• High school diploma or GED; associate or bachelor’s degree preferable.
• Strong customer service background and ability to resolve complex issues.
• Excellent verbal and written communication skills; detail-oriented and analytical.

Responsibilities

• Oversee one or more teams of Associates handling inquiries via phone and/or email.
• Monitor operations to ensure adherence to service levels and policies.
• Ensure adequate phone coverage and scheduling changes as needed.
• Act as escalation point for difficult customer issues and coach supervisors.
• Participate in hiring, performance appraisals, promotions and salary changes.

Skills

Customer service

Communication skills

Leadership

Team management

Workforce management tools

Problem solving

Analytical skills

Decision making

Delivers results

Education

High School diploma / GED

Associate or Bachelor's degree preferable

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams in a remote-first environment. You will plan, direct, and evaluate performance to ensure superior customer service and outcomes for injured workers.

The role emphasizes leadership, workforce management, and process improvements, with expectations for strategic direction and mentoring junior managers. A high level of communication and analytical skills is required.