Manager, Call Center

Operations Manager

Brightree, a wholly owned subsidiary of ResMed, is seeking a dynamic Operations Manager to lead and optimize our LiveCall Contact Center operations. This role is critical to ensuring exceptional performance across multiple teams and delivering outstanding results for our clients. You will manage a group of Call Center Managers, provide mentorship and strategic guidance, and drive operational excellence through data-driven decision-making and continuous improvement.

What You'll Do

• Directly manage multiple Call Center Managers, fostering growth 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.
• Represent the contact center in cross-functional meetings and client discussions.

What We're Looking For

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 three weeks 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 : $94,000.00 - $142,000.00 USD Annual.

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.