Manager, Call Center

The Manager, Call Center at Resmed leads and manages a team of customer service representatives, ensuring high-quality service delivery, performance optimization, and team development in a dynamic call center environment.

Location: Remote (US)

Salary: $77,000 - $100,000 USD

Responsibilities

• Leads and manages the performance of a team of up to 30 Customer Service Representatives.
• Oversees career development and performance management for the assigned team.
• Serves as mentor to Customer Service Representatives and enables their development, including monitoring queues, task assignments, customer communications, and KPIs.
• Performs performance management for the assigned clients.
• Ensures timely resolution of customer performance issues.
• Acts as the first escalation point for high-touch customer care for patients.
• Interfaces with team members and leadership to provide data-based process improvements and escalation of unresolved issues.
• Monitors and reports customer satisfaction levels to ensure compliance with SLAs and issue resolution.
• Participates in interviews and makes hiring recommendations.
• Collaborates with peers and leadership on activities, strategies, initiatives, and opportunities.
• Recommends suggestions for team and department improvement.

Requirements

• High School Diploma/GED required.
• Bachelors/Associates degree preferred.
• 5 years of call center customer service experience.
• 4 years of people management experience in customer service or related industry.
• Experience managing large teams (20+ members).

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• AD&D, short-term and long-term disability insurance.
• Sleep care management, HSA, FSA, commuter benefits.
• 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), tuition assistance.
• Fifteen days PTO, 11 paid holidays plus 3 floating days.
• Up to 14 weeks of primary caregiver or 2 weeks secondary caregiver leave.

Additional Information

• Position is remote within the US.
• Pay range is estimated at $77,000 - $100,000 USD.
• Candidates' pay will be based on location, qualifications, experience, and skills.
• Resmed promotes diversity, inclusion, and a culture of excellence.