Remote Operations Leader — Scale Teams & Deliver Impact

One Call; Madison (WI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits package

Colleague assistance program

Job summary

One Call is seeking a Director of Operations to lead multiple teams in a remote-first setting. You will plan, direct, and evaluate performance to ensure high-quality customer service and efficient operations. The role requires strong leadership, scheduling discipline, and a focus on process improvements.

You will work with internal functions, hire and develop staff, and ensure adherence to SLAs while upholding One Call’s core values and commitment to colleague support.

Qualifications

• High school diploma/GED; Associate or Bachelor's degree preferable.
• Excellent customer service and communication skills.
• Ability to lead large teams and manage workforce operations.
• Knowledge of workforce management tools and practice; scheduling software and quality monitoring tools.

Responsibilities

• Oversee one or more teams of Associates handling inquiries via phone/email.
• Monitor operations to ensure SLA adherence and policies.
• Coordinate scheduling and phone coverage; escalate complex issues.
• Coach and mentor supervisors and team leads; conduct performance reviews.
• Lead process improvements and report center performance against goals.
• Align with DEI standards and company values in daily work.

Skills

People management

Customer service

Communication

Leadership

Workforce management

Scheduling software

Problem solving

MS Office

Attention to detail

Education

High school diploma or GED

Associate degree preferred

Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call is seeking a Director of Operations to lead multiple teams in a remote-first setting. You will plan, direct, and evaluate performance to ensure high-quality customer service and efficient operations. The role requires strong leadership, scheduling discipline, and a focus on process improvements.

You will work with internal functions, hire and develop staff, and ensure adherence to SLAs while upholding One Call’s core values and commitment to colleague support.