Remote Operations Leader: Drive Service Excellence

One Call; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work

Generous paid time off

Comprehensive benefits

401(k) matching

Life insurance & disability

Employee assistance program

Job summary

One Call is seeking a Director of Operations to lead multiple teams delivering high-quality customer service from a remote-capable environment. You will supervise performance, coach supervisors, and coordinate with internal functions to ensure superior client satisfaction.

The role requires a track record of managing large teams, strong problem-solving, and experience with workforce management and scheduling tools. Flexible hours and a focus on the company’s DEI standards are expected.

Qualifications

• Knowledge of company products, services and operations to resolve inquiries.
• Excellent customer service skills that drive satisfaction.
• Strong verbal and written communication.
• Detail-oriented and customer-driven in delivering high quality service.
• Ability to lead and manage large teams effectively.
• Familiar with workforce management practices and tools.
• Problem solving and analytic skills for process improvements.
• Demonstrates people skills and sensitivity when dealing with others.
• Some flexibility in hours.

Responsibilities

• Oversee one or more teams handling inquiries via phone/email.
• Monitor operations to meet service levels and policies.
• Ensure adequate phone coverage and scheduling.
• Escalate complex issues as needed.
• Evaluate call quality and provide coaching.
• Coordinate with clients, vendors, and internal teams to ensure satisfaction.
• Handle performance appraisals, hiring, promotions and salary changes.
• Mentor supervisors and team leads; support associates.
• Suggest process improvements and track performance against goals.
• May back up senior management when needed.

Skills

Team leadership

Customer service

Communication

Attention to detail

MS Office

Workforce management

Problem solving

Root cause analysis

People skills

Education

High school diploma or GED

Associate or Bachelor's preferred

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams delivering high-quality customer service from a remote-capable environment. You will supervise performance, coach supervisors, and coordinate with internal functions to ensure superior client satisfaction.

The role requires a track record of managing large teams, strong problem-solving, and experience with workforce management and scheduling tools. Flexible hours and a focus on the company’s DEI standards are expected.