What are the responsibilities and job description for the Customer Care Supervisor (Monday - Friday / 8am - 5pm CST) position at iRhythm Technologies, Inc.?
Boldly innovating to create trusted solutions that detect, predict, and prevent disease.
Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now!
At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm's employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.
About This Role
The Supervisor, Customer Care is responsible for the day-to-day management of a team of Customer Care Advocates (CCA), to lead the Contact Center to provide high quality and efficient customer service to iRhythm's customers (accounts) and patients. Responsibilities include managing a team responsible for servicing calls from accounts, patients, and internal business partners. Additionally, the position is responsible for assisting with employee development, quality, workforce management, and enhancing workplace environment.
Responsibilities:
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:
FLSA Status: Exempt
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range
$58,300—$84,900 USD
As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com
About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm's vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now!
At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm's employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.
About This Role
The Supervisor, Customer Care is responsible for the day-to-day management of a team of Customer Care Advocates (CCA), to lead the Contact Center to provide high quality and efficient customer service to iRhythm's customers (accounts) and patients. Responsibilities include managing a team responsible for servicing calls from accounts, patients, and internal business partners. Additionally, the position is responsible for assisting with employee development, quality, workforce management, and enhancing workplace environment.
Responsibilities:
- Oversee the day-to-day of Customer Care Advocates who are servicing calls from accounts, patients and internal business partners
- Responsible for day-to-day management of the team responsible for daily operations of the Contact Center, including real time management of Contact Center staff through workforce management application, regular monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.)
- Provide direction through managing and coaching customer care advocates so that customer service inquiries are answered in a timely, efficient and knowledgeable manner
- Provide continual evaluation of processes and procedures, suggesting methods to streamline operations through improved processes and additional technology
- Direct performance management of CCA team
- Work as a member / leader of special or ongoing projects that are important to Customer Care and process improvement
- Work to make iRhythm a great place to work through building workplace environment programs that build upon the health of the workplace to motivate employees to achieve their highest level
- Bachelor's degree or equivalent combination of education or experience
- There will be potential for on-call on Weekends every 6 weeks, and potential on Holidays (if needed).
- 3 years of managerial experience, managing individuals and relationships
- Experience working in a high-volume Contact Center environment
- Strong proficiency with tools commonly used in a Contact Center environments including customer relationship management, workforce management, reporting and telephony-based systems
- Strong communication proficiency and excellent problem-solving skills
- Strong leadership skills with the ability to guide teams through periods of high growth
- Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
- Exceptionally collaborative, flexible and adaptive when working with customers and various teams within iRhythm
- Degree or experience in life science/healthcare field
- Previous experience in a shared services delivery role within a global company
- Previous experience building and expanding Global Shared Service function
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:
- emotional health support for you and your loved ones
- legal / financial / identity theft/ pet and child referral assistance
- paid parental leave, paid holidays, travel assistance for personal trips and PTO!
FLSA Status: Exempt
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range
$58,300—$84,900 USD
As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com
About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm's vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
Salary : $58,300 - $84,900
