Remote Operations Leader | Scale Teams & Service

One Call; Saint Paul (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Benefits package

401(k) matching

Life insurance

Disability coverage

Job summary

One Call is seeking a Director of Operations to lead multiple teams within our remote-first operations center. You will set strategic direction, coach senior staff, and drive service excellence across customer support and related functions.

With 10+ years in operations or customer service in a service environment and 7+ years of supervisory experience, you will shape processes, performance metrics and staffing to meet our commitments to injured workers and their employers.

Qualifications

• A high school diploma/GED is required; associate or bachelor's degree is preferable.
• Experience in leading large teams and managing operations in a service environment.
• Strong customer service background with excellent communication skills.

Responsibilities

• Oversees one or more teams of Associates who handle inquiries via phone/email.
• Monitors operations to ensure adherence to service level standards and policies.
• Ensures adequate phone coverage and scheduling decisions.
• Acts as escalation point for difficult customer issues.
• Evaluates call quality and provides feedback to reps.
• Communicates with clients, vendors, and other departments to ensure quality service.
• Responsible for performance appraisals, disciplinary actions, hiring/interviews, promotions and salary changes.
• Provides coaching and mentoring to supervisors and team leads.
• Implements streamlining opportunities and process improvements.
• Tracks center performance against quality, volume, and customer satisfaction goals.

Skills

Customer service

Communication

Team leadership

Problem solving

Analytical skills

Attention to detail

Independent & teamwork

DEI awareness

Education

High school diploma/GED

Associate or Bachelor’s degree preferable

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

One Call is seeking a Director of Operations to lead multiple teams within our remote-first operations center. You will set strategic direction, coach senior staff, and drive service excellence across customer support and related functions.

With 10+ years in operations or customer service in a service environment and 7+ years of supervisory experience, you will shape processes, performance metrics and staffing to meet our commitments to injured workers and their employers.