Lead a contact center team where performance, coaching, and customer outcomes all live on the same scoreboard. If you can coach with empathy, manage metrics without being a robot, and handle escalations calmly, this is your lane.
About One Inc
One Inc supports insurers with a digital payments platform designed to create a seamless premiums and claims payments experience. Their teams help customers and partners solve issues quickly while maintaining strong operational standards. The Contact Center is a key part of that experience, and this role helps keep it running smoothly.
Schedule
• Full-time, remote (United States)
• Hourly rate: $24/hour
• Contact Center environment with changing priorities, SLAs, and KPI targets
• Team oversight includes schedule adherence, daily workload coordination, and performance tracking
What You’ll Do
⦁ Lead and oversee a team of Customer Service Agents/Representatives, providing day-to-day guidance, coaching, and training
⦁ Monitor individual performance, deliver timely feedback, and support development through consistent performance management
⦁ Serve as a Subject Matter Expert on company and Contact Center policies and procedures
⦁ Handle escalated customer contacts with minimal oversight and strong judgment
⦁ Track and manage SLA and KPI performance, maintaining accurate performance records across the team
⦁ Coordinate communication between management, QA, and team members to drive alignment and improvement
⦁ Monitor schedule adherence and daily assignments, adjusting as needed to keep coverage on track
⦁ Lead team meetings to review metrics, process updates, policy changes, and engagement priorities
⦁ Identify and escalate people or business concerns early to support timely resolution
⦁ Provide input into performance goal setting and hiring decisions
⦁ Support corrective action when needed while maintaining integrity, respect, and fairness
⦁ Deliver on-demand coaching and support to help agents succeed in real time
What You Need
⦁ 1–2 years of direct people management experience leading customer service agents (in-person or remote)
⦁ Experience with coaching, training, performance management, and handling disciplinary action when needed
⦁ Strong relationship-building and process management skills
⦁ Emotional intelligence, self-awareness, and the ability to lead with empathy
⦁ Strong communication skills across all levels of an organization
⦁ Ability to thrive in a fast-paced environment and adapt as goals and priorities shift
⦁ Strong critical thinking and problem-solving ability under pressure
⦁ Strong organization skills, including smart delegation and time management
⦁ Experience with MS Office, Google Workspace, and CRM tools
⦁ Contact center or customer service experience (preferred)
⦁ Insurance experience (preferred)
⦁ Bilingual (a plus)
Benefits
⦁ $24/hour pay rate
⦁ Fully remote work environment
⦁ Leadership role with hands-on coaching and performance impact
⦁ Opportunity to strengthen management skills in a metrics-driven contact center setting
⦁ Work that supports customer experience in a fast-growing digital payments environment
If you’re ready to lead a team, own the numbers, and still keep the human part intact, apply now.
Bring the coaching, the calm, and the accountability, and help One Inc deliver support that customers can actually trust.
Happy Hunting,
~Two Chicks…