Remote Operations Leader: Drive Service Excellence

One Call; Jackson (MS); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work (remote-first)

Generous time off

Comprehensive benefits package

Colleague assistance program

Job summary

One Call seeks a Director of Operations to lead one or more teams within the operations center, ensuring high-quality customer service and productive collaboration. You will oversee scheduling, escalation handling, performance appraisals, and process improvements to meet company goals.

You will mentor supervisors, coordinate with internal departments, and drive strategic decisions to support the business and its diverse, remote workforce.

Qualifications

• Strong knowledge of the company's products, services and operations.
• Excellent customer service skills and communication abilities.
• Ability to lead large teams effectively.
• Working knowledge of workforce management practices and tools.
• Demonstrated problem-solving and analytical skills.
• Proficient with MS Office and standard software.
• Able to work independently and in a team.

Responsibilities

• Oversees one or more teams of Associates handling inquiries via phone or email.
• Monitors operations to meet service levels and policies.
• Ensures adequate phone coverage and scheduling.
• Acts as escalation point for difficult issues.
• Evaluates call quality and provides feedback.
• Coordinates with clients, vendors and other departments.
• Performance appraisals, hiring, promotions and salary changes.
• Coaches and mentors supervisors and team leads.
• Implements process improvements and reports performance metrics.
• May back-up senior management when needed.

Skills

Customer service

Communication

Leadership

Workforce management

Problem solving

Root cause analysis

Team leadership

MS Office

Analytical skills

Diversity & inclusion

Time management

Education

High school diploma or GED

Associate or Bachelor's degree

Job description

One Call seeks a Director of Operations to lead one or more teams within the operations center, ensuring high-quality customer service and productive collaboration. You will oversee scheduling, escalation handling, performance appraisals, and process improvements to meet company goals.

You will mentor supervisors, coordinate with internal departments, and drive strategic decisions to support the business and its diverse, remote workforce.