Remote Senior Operations Leader — Impact-Driven

One Call; Dover (DE); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Benefits package

Support programs

Job summary

One Call is seeking a Director of Operations to lead multiple teams in a remote, home-based capacity. You will drive performance, ensure service excellence, and serve as an escalation point while aligning with our core values.

Strong leadership, process improvement, and workforce management skills are essential. You will oversee staffing decisions, coaching, and strategic initiatives to boost efficiency and customer satisfaction across the operations center.

Qualifications

• A high school diploma/GED. Associate or Bachelor's degree is preferable or the equivalent combination of education, training, and work experience.
• Experience in managing large teams and coordinating customer service operations.

Responsibilities

• Oversees teams of Associates handling inquiries via phone and email.
• Monitors operations to ensure service level adherence and policy compliance.
• Leads scheduling and workforce management activities.
• Provides coaching and mentoring to supervisors and staff.
• Manages performance appraisals, hiring, promotions and salary changes.
• Drives process improvements and reports on operations performance.

Skills

Team leadership

Customer service

Communication

MS Office

Workforce management

Problem solving

Root cause analysis

Quality monitoring

Education

High school diploma/GED

Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

Job description

One Call is seeking a Director of Operations to lead multiple teams in a remote, home-based capacity. You will drive performance, ensure service excellence, and serve as an escalation point while aligning with our core values.

Strong leadership, process improvement, and workforce management skills are essential. You will oversee staffing decisions, coaching, and strategic initiatives to boost efficiency and customer satisfaction across the operations center.