Manager, Call Center

Join to apply for the Manager, Call Center role at Resmed

Brightree is a wholly owned subsidiary of Res Med (NYSE: RMD, ASX: RMD). Working at Brightree goes beyond a job; it’s about driving innovation and leading the way in cloud-based patient management software. The technology provides tools for better outcomes, but at its heart we’re about people, positively impacting customers’ businesses and the lives of patients every day.

We are seeking a dynamic Operations Manager to lead and optimize our Live Call 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.

• A 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.

We are shaping the future at Res Med, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We offer holistic benefits packages, flexible work arrangements, and competitive salaries. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package:

• 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), 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.

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. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace, and thriving on innovative ideas. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.