Remote Operations Leader Elevate Customer Experience

One Call; Topeka (KS); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits package

401(k) matching

Life insurance

Disability coverage

Colleague assistance program

Foundation support

Job summary

One Call in the United States seeks a Director of Operations to lead multiple teams within our busy operations center. You'll plan, coach, and direct performance to deliver high-quality customer service, while aligning with our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.

The role is home-based with remote-friendly policies; you will oversee staffing, performance appraisals, hiring, and process improvements, and collaborate with clients and internal departments

Qualifications

• High school diploma or GED required; Associate or Bachelor's degree preferable.
• Excellent customer service skills and ability to build strong customer satisfaction.
• Strong verbal and written communication abilities.
• Detail-oriented, customer-driven, and focused on quality.
• Ability to lead and manage large teams effectively.
• Familiarity with workforce management practices and related tools.

Responsibilities

• Oversee one or more teams of Associates handling inquiries via phone and/or email.
• Monitor operations to ensure SLA adherence and policy compliance.
• Ensure adequate phone coverage and staffing decisions.
• Act as escalation point for difficult issues.
• Provide coaching and feedback to Associates and supervisors.
• Lead process improvements and report on operations performance.

Skills

People management

Operations management

Customer service

Leadership

Communication

Problem solving

Analytical skills

Team building

Time management

Adaptability

Education

High school diploma/GED

Bachelor’s degree preferable

Tools

MS Office

Workforce management tools

Scheduling software

Job description

One Call in the United States seeks a Director of Operations to lead multiple teams within our busy operations center. You'll plan, coach, and direct performance to deliver high-quality customer service, while aligning with our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.

The role is home-based with remote-friendly policies; you will oversee staffing, performance appraisals, hiring, and process improvements, and collaborate with clients and internal departments