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Resmed · 1 month ago

Manager, Call Center

Peachtree Corners, GA, United States

Full-time

Hybrid

Senior Level

$94K/yr - $142K/yr

5+ years exp

Brightree, a subsidiary of ResMed, is focused on driving innovation in cloud-based patient management software. The Operations Manager will lead and optimize Call Center operations, manage a team of Call Center Managers, and ensure exceptional performance across multiple teams while driving operational excellence through data-driven decision-making.

Health CareHealth DiagnosticsMedicalMedical Device

H1B Sponsor Likely

Responsibilities

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

Qualification

Contact center operationsPerformance management toolsLeadership experienceAnalytical skillsCommunication skillsBachelor's degreeOperations managementClient satisfaction

Required

Bachelor's degree in Business, Operations Management, or related field

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

Preferred

Master's degree in Business, Operations Management, or related field

Benefits

Comprehensive medical

Vision

Dental

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)

Tuition assistance

Three weeks Paid Time Off (PTO)

11 paid holidays plus 3 floating days

14 weeks of primary caregiver or two weeks of secondary caregiver leave

Company

Resmed

Glassdoor4.0

ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.

Founded in 1989

Sydney, New South Wales, AUS

5001-10000 employees

https://www.resmed.com.au

H1B Sponsorship

Resmed has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (16)

2023 (10)

2022 (21)

2021 (16)

2020 (16)