Supervisor, Call Center

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 Supervisor, 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 metrics

Key Responsibilities

• Leads and manages the performance of a team of up to 30 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.
• Performance management for the assigned clients
• Ensures that timely action is taken to resolve issues related to customer performance
• Be the first escalation point for high touch customer care for patients, responding with urgency, clarity, competence and swift fulfilment of all service requests
• Interfaces with appropriate team members and leadership to provide >

  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.