Supervisor, Call Center

Resmed • Peachtree Corners, GA

1d • Remote

About The Position

As a Supervisor on Resmed’s remote Call Center team, you will lead and develop a team of Patient Success Representatives to deliver compassionate, efficient service to patients and customers. You will coach employees, manage team performance, and foster accountability, collaboration, and continuous development while helping the team meet performance goals and service-quality standards. The role also involves addressing high-touch patient inquiries, reviewing performance data, and partnering with leadership and peers to improve service outcomes.

Resmed is a global organization focused on digital health technologies and improving access to sleep and respiratory care in the home. The company describes its culture as compassionate, quality-focused, inclusive, and supportive of professional growth. Compensation is based on location, qualifications, experience, skills, and internal equity. The stated annual pay range is $77,000–$100,000 USD; eligible employees may also participate in incentive compensation programs, subject to plan terms and eligibility requirements.

Requirements

• High school diploma or GED required.
• Five years of customer service experience in a call center environment.
• Four years of people management experience.
• Strong leadership and organizational skills, including the ability to prioritize and multitask.
• Excellent communication and relationship-building abilities.
• Proven experience driving results and motivating large teams in customer support settings.

Nice To Haves

• Associate or bachelor’s degree preferred.
• People management experience with teams of 20 or more members preferred.
• Customer-centric leadership that keeps patients at the center of decisions.
• Collaborative approach to coaching and cross-functional teamwork.
• Ability to use performance metrics to guide improvement and recognize achievements.
• Adaptability and ability to coach teams through change.
• Empowering approach that builds trust and helps others realize their potential.

Responsibilities

• Lead and manage the performance of a customer service team of up to 40 representatives.
• Oversee talent development, performance management, and career growth for the team.
• Mentor team members through active coaching and support using call metrics and KPIs.
• Serve as the first escalation point for high-touch patient inquiries, responding with urgency and clarity.
• Analyze data and performance trends to identify opportunities for improvement.
• Collaborate with leadership and peers to align strategies and achieve service goals.

Benefits

• Medical, dental, vision, life, AD&D, and disability insurance.
• HSA, FSA, commuter benefits, and sleep care management.
• 401(k), ESPP, EAP, and tuition assistance.
• Flexible Time Off (FTO).
• 14 paid company holidays.
• Up to 14 weeks of primary caregiver leave or 2 weeks of secondary caregiver leave.
• Competitive pay and flexible work arrangements.
• Programs supporting personal and professional growth.
• Eligible employees may have the opportunity to participate in incentive compensation programs, subject to applicable plan terms and eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED