Call Center Manager (Remote)

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

Job purpose:  The Manager, LiveCall 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 accountabilities and decision ownership:

• 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 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. 
• Participate in interviews and make hiring recommendations
• Collaborate with peers and support leadership to discuss activities, strategies, initiatives, opportunities that support team and business goals.
• Recommend suggestions for team and department improvement

Skills, experience, technical/professional qualifications:

Must have:

• Minimum of 5 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. 20+ team member) required

Preferred:

• Bachelor’s degree preferred
• Strong leadership capabilities
• 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 communication skills 
• Highly organized  
• Ability to multi-task in a fast-paced environment 
• Ability to work independently 
• Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company

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 locati