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Manager, Call Center

May 25, 2026

Resmed creates life-changing health technologies that people love. We’re relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Position Summary The Manager, Call Center 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 metricsKey Responsibilities<ul><li>Leads and manages the performance of a team of up to 30 Customer Service Representatives,</li><li>Oversees career development and performance management for the assigned team.</li><li>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.</li><li>Performance management for the assigned clients</li><li>Ensures that timely action is taken to resolve issues related to customer performance</li><li>Be the first escalation point for high touch customer care for patients, responding with urgency, clarity, competence and swift fulfilment of all service requests</li><li>Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues.</li><li>Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.</li><li>Participate in interviews and make hiring recommendations</li><li>Collaborate with peers and support leadership to discuss activities, strategies, initiatives, opportunities that support team and business goals.</li><li>Recommend suggestions for team and department improvement</li></ul>QualificationsEducation<ul><li>High School Diploma/GED required.</li><li>Bachelors/Associates degree preferred</li></ul>Experience<ul><li>5 years of call center customer service experience</li><li>4 years of people management experience in customer service, or a related industry </li><li>Experience managing large teams (i.e. 20+ team member) required.</li></ul>Skills and Abilities<ul><li>Strong leadership capabilities</li><li>Demonstrated business consulting skills with the ability to forge relationships, facilitate discussions and drive to resolution with both internal and external stakeholders.</li><li>Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives</li><li>Exceptional communication skills</li><li>Highly organized</li><li>Ability to multi-task in a fast-paced environment</li><li>Ability to work independently</li><li>Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company</li></ul>We are shaping the future at ResMed, 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 work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. 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), and tuition assistance. Employees accrue fifteen days 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.Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $77,000 - $100,000 USD.For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.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! We commit to respond to every applicant.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...