Remote Operations Leader — Drive Excellence in Service

One Call; Nashville (TN); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first company

Generous time off

Comprehensive benefits package

Employee assistance program

One Call Foundation support

Job summary

One Call, a remote-first company, seeks a Director of Operations to lead multiple care coordination teams and ensure top-tier service. You will drive performance, coach supervisors, and partner with internal functions to deliver exceptional outcomes for injured workers.

Responsibilities include overseeing staffing, evaluating call quality, managing SLA adherence, and implementing process improvements while modeling our core values of Think Big, Go Fast, Deliver Awe, Win Together.

Qualifications

• High school diploma or GED required; a higher degree is preferred.
• Excellent customer service and communication abilities.
• Strong leadership and team management skills.
• Ability to analyze problems and drive process improvements.
• Experience with workforce management and scheduling software.

Responsibilities

• Oversee one or more teams handling inquiries via phone and email.
• Ensure adherence to service levels and company policies.
• Manage scheduling to maintain adequate coverage.
• Act as escalation point for difficult issues.
• Provide coaching and feedback to staff and supervisors.
• Lead performance appraisals, hiring, promotions and salary actions.

Skills

Team leadership

Customer service

Communication skills

Problem solving

Root cause analysis

Workforce management

Scheduling software

Quality monitoring software

MS Office

Education

High school diploma/GED

Associate or Bachelor's preferred

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call, a remote-first company, seeks a Director of Operations to lead multiple care coordination teams and ensure top-tier service. You will drive performance, coach supervisors, and partner with internal functions to deliver exceptional outcomes for injured workers.

Responsibilities include overseeing staffing, evaluating call quality, managing SLA adherence, and implementing process improvements while modeling our core values of Think Big, Go Fast, Deliver Awe, Win Together.