Director of Operations, Diagnostics

About the Role

Responsible for the day-to-day operations of one or more teams in operations. Plans, directs, manages and evaluates team performance to ensure customers are receiving a high level of service. Ensures professional and courteous customer support services are delivered. Promotes a productive and positive relationship with customers. Serves as an escalation point for resolving the most difficult customer issues. Coordinates customer service activities with other internal functions. Makes decisions regarding personnel actions and activities.

Essential Duties & Responsibilities

• Oversees one or more teams of Associates who handle inquiries and problems via the phone and/or email.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensures adequate phone coverage, including making decisions regarding scheduling changes.
• Acts as an escalation point for resolving the most difficult customer issues.
• Evaluates the quality of Associates' calls from customers; provides feedback to reps on strengths and areas for improvement.
• Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
• Provides coaching and mentoring to Associate supervisors and team leads and occasionally to Associates themselves.
• Approves and implements streamlining opportunities and process improvements.
• Tracks and reports operations center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.).
• May serve as a backup to more senior customer service management in their absence.

Qualifications

• High school diploma/GED required. Associate or Bachelor's degree is preferable or the equivalent combination of education, training, and work experience.
• Typically requires a minimum of ten years of experience in an operations or customer service-related position in a service industry and seven or more years of management or supervisory experience.

Skills & Abilities

• Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to One Call's internal and external customers.
• Ability to lead and manage large teams effectively.
• Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software).
• Demonstrated problem-solving and decision-making skills.
• Demonstrated analytic and root cause analysis skills for process improvement initiatives.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Some flexibility of hours is required.
• General skill in using MS Office and other standard software applications required to perform the job duties.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.

Benefits

• Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation provides colleagues financial assistance during times of unexpected hardships.

Schedule & Work Environment

• This position will be performed in the colleague's home.
• Work-from-home requirements include the colleague's ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

Director Operations – Middle-level management role. Has overall responsibility for operations site decisions and management. Provides strategic direction, coaches and mentors more junior management and supervisory staff. Accountable for all results within operations center. Manages all teams of Associates within an operations center. Typically, an operations site will have only one incumbent in this job.