Customer Care Supervisor (Monday - Friday / 8am - 5pm CST)

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

Required Qualifications:

• 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

Preferred Qualifications

• 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 

What's In It For You

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!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more! 

FLSA Status: Exempt

#LI-WB1

#LI-Remote