Senior Director of Operations Transformation (Remote)

One Call; Charleston (WV); À distance; USD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Remote work

Generous time off

Comprehensive benefits package

Employee assistance program

Résumé du poste

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for efficient service delivery across our contact center and operations. You will standardize workflows, oversee tools and platforms, drive automation, and partner with leaders to translate strategy into action.

This role reports to the VP of Operations and is remote-based. Ideal candidates have 8+ years of management experience, a degree in business or accounting, and a proven

Qualifications

• Bachelor’s or Master’s degree in business or accounting from an accredited college or university, or equivalent experience.
• Eight+ years of management experience with increasing responsibilities.
• Preferred focus on operations, customer service transformation, contact centers, or the digital field with at least five years leading teams.

Responsabilités

• Lead the execution and implementation of operational strategies and initiatives to support service delivery and organizational objectives.
• Drive process standardization and workflow optimization across teams for efficiency and scalability.
• Oversee tools, systems, and platforms to support performance and alignment with service delivery goals.
• Identify automation opportunities, including workflow routing and process improvements to enhance efficiency.
• Monitor KPIs, service levels, and customer satisfaction targets; support analytics-driven productivity gains.
• Develop workflow rules and procedures to ensure consistency and scalability.

Connaissances

Operational leadership

Customer service transformation

Forecasting/workforce management

Data analysis & reporting

Communication

Formation

Bachelor's/Master's in business or accounting

Outils

Microsoft Excel

Microsoft Word

Microsoft Outlook

Description du poste

One Call is seeking a Senior Director of Operations Support to scale operational processes, systems, and infrastructure for efficient service delivery across our contact center and operations. You will standardize workflows, oversee tools and platforms, drive automation, and partner with leaders to translate strategy into action.

This role reports to the VP of Operations and is remote-based. Ideal candidates have 8+ years of management experience, a degree in business or accounting, and a proven