ResMed

Operations Manager – Call Center

ResMed

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $94,000 - $118,000 per year

About the role

  • Lead & Develop Teams by directly managing multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship
  • Build a culture of accountability, collaboration, and high performance
  • Drive Operational Excellence by overseeing all contact center KPIs, analyzing trends and implementing 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
  • Represent the contact center in cross-functional meetings and client discussions

Requirements

  • Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred)
  • 5+ years of leadership experience in a contact center environment, including 2+ years in operations management
  • Proven success managing large-scale or multi-site contact center operations
  • Strong analytical, leadership, and communication skills
  • Expertise in contact center technologies and performance management tools
Benefits
  • comprehensive medical, vision, dental, and life insurance
  • AD&D insurance
  • 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)
  • tuition assistance
  • fifteen days Paid Time Off (PTO)
  • 11 paid holidays plus 3 floating days
  • 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementperformance managementdata analysisKPI oversightcustomer experience enhancementregulatory compliance
Soft Skills
leadershipcoachingmentorshipcommunicationcollaborationaccountability
Certifications
Bachelor’s degreeMaster’s degree (preferred)