Manager, Call Center Operations

📋 Description

• • As Manager, Call Center Operations at ResMed Inc., you will lead and optimize LiveCall Contact Center operations, ensuring exceptional performance across multiple teams and delivering outstanding results for clients by managing and developing a multi-layered team of Call Center Managers, providing mentorship and strategic guidance, and driving operational excellence through data-driven decision-making and continuous improvement.
• • Day to day, you will directly manage multiple Call Center Managers through one-on-ones, coaching, and mentorship; build a culture of accountability, collaboration, and high performance; oversee all contact center KPIs including telephony metrics (service level, AHT, abandonment) and client performance metrics (quality scores, compliance, ordering accuracy, revenue); analyze trends and implement strategies to exceed performance targets; partner with Workforce Management and Quality teams to optimize staffing and quality programs; translate organizational goals into actionable plans for managers and frontline teams; lead initiatives to enhance customer experience and client satisfaction; ensure compliance with regulatory requirements and client contractual obligations; deliver clear, actionable performance reports to senior leadership; and represent the contact center in cross-functional meetings and client discussions.
• • ResMed Inc. is a global leader in sleep and respiratory care, dedicated to improving lives through innovative solutions. The company fosters a diverse and inclusive culture that encourages individual expression and thrives on innovative ideas, offering a supportive and inspiring workplace where employees can grow personally and professionally while contributing to a healthier world.
• • In this role, you can develop advanced leadership and strategic planning skills, deepen expertise in contact center technologies and performance management tools, drive measurable improvements in operational efficiency and customer satisfaction, mentor and grow high-performing teams, and contribute to organizational goals through data-driven decision-making and continuous improvement initiatives.