Remote Operations Leader — Scale Support Teams

One Call; Indianapolis (IN); On-site; USD 130,000 - 190,000; Full time

Benefits offered by this job

Remote-first

Paid time off and holidays

Comprehensive benefits package

Life, disability and pet insurance

401(k) matching

Job summary

One Call is seeking a Director of Operations to lead multiple teams within our operations center. You will provide strategic direction, coaching, and mentorship to managers while ensuring service excellence and achievement of performance goals.

In this remote-first role, you will collaborate with cross-functional partners, drive process improvements, and develop workforce plans to support our mission of delivering care efficiently.

Qualifications

• High school diploma or GED; associate or bachelor’s degree preferred.
• Experience leading large teams and driving service excellence.
• Strong communication and customer-service orientation.
• Knowledge of workforce management practices and tools.

Responsibilities

• Oversees one or more Teams of Associates handling inquiries via phone/email.
• Monitors performance against service levels and policies.
• Ensures adequate coverage and schedules adjustments as needed.
• Acts as escalation point for difficult customer issues.
• Provides coaching and mentoring to supervisors and staff.
• Drives process improvements and reports performance against goals.

Skills

Excellent customer service

Verbal and written communication

Leadership and team management

Workforce management

Problem-solving

Analytical skills

DEI commitment

Education

High school diploma/GED

Associate or Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams within our operations center. You will provide strategic direction, coaching, and mentorship to managers while ensuring service excellence and achievement of performance goals.

In this remote-first role, you will collaborate with cross-functional partners, drive process improvements, and develop workforce plans to support our mission of delivering care efficiently.