Manager, Call Center

Resmed creates life-changing health technologies that people love. We’re relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Position Summary The Manager, Call Center is accountable for the leadership of the customer service functions of a dynamic team of dedicating calling staff. In this role, you will ensure consistent delivery of services, while optimizing the overall performance and productivity. This position oversees a team of Customer Service Representatives. The position will be responsible for managing performance and productivity of their assigned customer service team including coaching and developing talent, ensuring accountability, monitoring key performance indicators, and tracking call metrics

Key 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 them to develop their abilities, including identify issues through the monitoring of queues, task assignments, customer communications and KPIs.
• Performance management for the assigned clients
• Ensures that timely action is taken to resolve issues related to customer performance
• Be the first escalation point for high touch customer care for patients, responding with urgency, clarity, competence and swift fulfilment of all service requests
• Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues.
• Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
• Participate in interviews and make hiring recommendations
• Collaborate with peers and support leadership to discuss activities, strategies, initiatives, opportunities that support team and business goals.
• Recommend suggestions for team and department improvement

Qualifications

Education

• High School Diploma/GED required.
• Bachelors/Associates degree preferred

Experience

• 5 years of call center customer service experience
• 4 years of people management experience in customer service, or a related industry
• Experience managing large teams (i.e. 20+ team member) required.

Skills and Abilities

• Strong leadership capabilities
• Demonstrated business consulting skills with the ability to forge relationships, facilitate discussions and drive to resolution with both internal and external stakeholders.
• Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives
• Exceptional communication skills
• Highly organized
• Ability to multi-task in a fast-paced environment
• Ability to work independently
• Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. 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. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: 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. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $77,000 - $100,000 USD. For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.