Operations Manager, Call Center

RESMED PTY

Base: $94,000 - $118,000; bonus/equity: not specif...
Fully remote
Contact center operations management
Lead multiple call center managers
Oversee contact center kpis
Lead and develop multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship to build a culture of accountability, collaboration, and high performance

Job Summary

  • Lead and develop multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship to build a culture of accountability, collaboration, and high performance.
  • Oversee all contact center KPIs, including telephony and client performance metrics, analyzing trends and implementing strategies to exceed performance targets in partnership with Workforce Management and Quality teams.
  • ResMed offers a comprehensive benefits package including medical, dental, vision, 401(k), ESPP, and tuition assistance, along with competitive salaries and flexible work arrangements.

Matching Summary

Lead and develop multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship to build a culture of accountability, collaboration, and high performance.

Salary

Base: $94,000 - $118,000; Bonus/Equity: Not specified; Benefits: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance

Skills & Requirements

Must-have

  • Contact center operations management
  • Lead multiple Call Center Managers
  • Oversee contact center KPIs
  • Data-driven decision-making
  • Analyze performance trends
  • Client performance metrics
  • Regulatory compliance

Nice-to-have

  • Foster growth through coaching
  • Build a culture of accountability
  • Enhance customer experience
  • Cross-functional collaboration
  • Diverse and inclusive culture

Key Requirements

  • Bachelor’s degree in Business, Operations Management, or related field
  • 5+ years leadership experience in contact center
  • 2+ years operations management experience
  • Proven success managing large-scale/multi-site operations
  • Strong analytical, leadership, and communication skills
  • Expertise in contact center technologies

Work Rights

Not specified

Tailored Resume

Cover Letter