Supervisor, Call Center
About The Position
As a Supervisor in Resmed’s remote Call Center team, you will lead and develop Patient Success Representatives to deliver compassionate, efficient service to patients and customers. You will guide team performance and growth, ensuring customer interactions reflect Resmed’s commitment to care and supporting improved outcomes for patients and providers. You will foster accountability, collaboration, and continuous development while driving performance goals and service quality. Through mentoring, coaching, and equipping team members to succeed, you will help Resmed deliver seamless, empathetic healthcare experiences at scale.
Requirements
- High school diploma or GED.
- 5 years of customer service experience in a call center environment.
- 4 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.
- People management experience with teams of 20 or more members.
- 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 improvements and recognize achievements.
- Adaptability in navigating change and coaching teams through it.
- Empowering approach that builds trust and helps others develop 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.
- Eligible employees may have the opportunity to participate in incentive compensation programs, subject to plan terms and eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
