ResMed has always applied the best of technology to improve people’s lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.
We’re also ensuring that our health solutions connect to other companies’ networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we’re developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!
The Call Center Manager is accountable for the leadership of the customer service functions of a dynamic team of dedicating calling staff. In this role, you will ensure consistent delivery of services, while optimizing the overall performance and productivity. This position oversees a team of Customer Service Representatives. The position will be responsible for managing performance and productivity of their assigned customer service team including: coaching and developing talent, ensuring accountability, monitoring key performance indicators, and tracking call metrics.
Responsibilities:
- Leads and manages the performance of a team of up to 50 Customer Service Representatives.
- Oversees career development and performance management for the assigned team.
- Serves as mentor to Customer Service Representatives and enables them to develop their abilities, including identify issues through the monitoring of queues, task assignments, customer communications and KPIs.
- Ensures that timely action is taken to resolve issues related to performance.
- Be the escalation point for high touch customer care for patients, responding with urgency, clarity, competence and swift fulfillment of all service requests.
- Interact regularly with the leadership team regarding team performance, strategy, metrics and results.
- Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements.
- Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
About You
- Successful Hands on people management capabilities, with the ability to lead, coach, and inspire a large team of direct reports
- Demonstrated business consulting skills with the ability to forge relationships, facilitate discussions and drive to resolution with both internal and external stakeholders.
- Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives
- Exceptional consultative and communication skills
- Confident, and assertive, with a drive to be the best.
- Highly organized
- Ability to multi-task in a fast-paced environment
- Ability to work independently
Qualifications:
- Bachelor’s degree preferred
- Minimum of five years of call center customer service experience
- Minimum of four years of people management experience in customer service, or a related industry
- Experience managing large teams (i.e. 30+ team member) required
- Proficiency in all MS Office products with demonstrated experience providing analysis
- Equivalent combination of education and experience will be considered
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#LI-REMOTE
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!
