Manager, Call Center

Resmed-posted 3 days ago
Full-time • Manager
Peachtree Corners, GA
5,001-10,000 employees
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We are 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.

  • Lead & Develop Teams
  • Directly manage 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
  • 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.
  • Strategic Leadership
  • 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.
  • Reporting & Communication
  • Deliver clear, actionable performance reports to senior leadership.
  • Represent the contact center in cross-functional meetings and client discussions.
  • 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.
  • 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.
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