Manager, Call Center Operations

ResMed

Remote
Base: $94,000 - $118,000; bonus/equity: not specif...
**
Lead and develop multi-layered teams
Oversee contact center kpis
Analyze trends and implement strategies
** ResMed is seeking a Manager for its Call Center Operations to lead and optimize its LiveCall Contact Center team. The ideal candidate should have extensive leadership experience in contact center management, a strong analytical mindset, and the ability to drive operational excellence while fostering a collaborative culture. **

Job Summary

  • This role is critical to ensuring exceptional performance across multiple teams and delivering outstanding results for our clients.
  • Oversee all contact center KPIs, including telephony metrics and client performance metrics.
  • We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members.

Matching Summary

Match Score: 75

** ResMed is seeking a Manager for its Call Center Operations to lead and optimize its LiveCall Contact Center team. The ideal candidate should have extensive leadership experience in contact center management, a strong analytical mindset, and the ability to drive operational excellence while fostering a collaborative culture. **

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, HSA, FSA, commuter benefits, 401(k), ESPP, EAP, and tuition assistance

Skills & Requirements

Must-have

  • Lead and develop multi-layered teams
  • Oversee contact center KPIs
  • Analyze trends and implement strategies
  • Enhance customer experience
  • Ensure regulatory compliance

Nice-to-have

  • Data-driven decision-making
  • Continuous improvement initiatives
  • Cross-functional collaboration
  • Mentorship and strategic guidance

Key Requirements

  • Bachelor's degree in business, Operations Management, or related field
  • 5+ years of leadership experience in a contact center
  • 2+ years in operations management
  • Proven success managing large-scale or multi-site contact center operations
  • Expertise in contact center technologies and performance management tools

Work Rights

Not specified

Tailored Resume

Cover Letter