Job Description
Title: Supervisor, Customer Care
Location: Chicago, IL | Dallas, TX | Orlando, FL | Remote US
About iRhythm:
iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable bio sensing technology with powerful cloud-based data analytics and Artificial Intelligence capabilities. Our goal is to be the leading provider of ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 4 million patients and their doctors on a shorter path to what they both need answers.
About this role:
iRhythm seeks a highly motivated and successful Supervisor, Customer Care who 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. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!
Specific job responsibilities include:
- 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
About you:
- Bachelor’s degree or equivalent combination of education or experience
- 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 environment 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