Manager, Call Center Operations

ResMed

Base: $94,000 - $118,000; bonus/equity: not specif...
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5+ years leadership in contact center
2+ years operations management experience
Manage multi-layered call center teams
** ResMed is seeking a Manager for its Call Center Operations to lead and optimize the LiveCall Contact Center, focusing on team development and operational excellence. The role requires strong leadership and analytical skills to drive performance across multiple teams while ensuring exceptional client satisfaction. **

Job Summary

  • This role is critical to ensuring exceptional performance across multiple teams and delivering outstanding results for clients.
  • Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days.
  • The position offers a comprehensive benefits package including medical, vision, dental, life insurance, and a 401(k) match.

Matching Summary

Match Score: 75

** ResMed is seeking a Manager for its Call Center Operations to lead and optimize the LiveCall Contact Center, focusing on team development and operational excellence. The role requires strong leadership and analytical skills to drive performance across multiple teams while ensuring exceptional client satisfaction. **

Salary

Base: $94,000 - $118,000; Bonus/Equity: Not specified; Benefits: Comprehensive medical, vision, dental, life, AD&D, disability, HSA, FSA, commuter benefits, 401(k), ESPP, EAP, tuition assistance

Skills & Requirements

Must-have

  • 5+ years leadership in contact center
  • 2+ years operations management experience
  • Manage multi-layered call center teams
  • Analyze telephony metrics like AHT and service level
  • Expertise in contact center technologies

Nice-to-have

  • Master's degree in business or operations
  • Experience with Workforce Management tools
  • Strong analytical and communication skills
  • Culture of accountability and collaboration
  • Proven success in large-scale operations

Key Requirements

  • Bachelor's degree in business or related field
  • 5+ years leadership experience in contact center
  • 2+ years in operations management
  • Experience managing large-scale or multi-site operations

Work Rights

Not specified

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