Business Analyst - Customer Care

About This Role

The Business Analyst will lead all aspects related to reporting and business analytics within the Customer Care Department. This position is critical to the longterm success and scalability of the department by providing vital data reporting and actionable insights for making impactful decisions for the future of the Customer Care department.

Your Focus

As a Business Analyst you will be responsible for handling various initiatives related to data analysis tracking and trending and KPI visibility for the Customer Care team. You will also be responsible for providing adhoc reporting and analysis on various topics related to Customer Care. You will deliver highquality patient HCP and sales analytical reporting with a deep understanding of customer care performance metrics processes and workflows.

The Business Analyst will be a subject matter expert on customer care success criteria and provide dashboards analysis and monitoring for business trends to communicate with the leadership team on actionable improvement opportunities.

This role has global influence crossorganizationally representing the customer care team.

How you will contribute

• Ownership of key KPIs and metrics for the global Customer Care team.
• Proactive monitoring of the global Customer Care work areas to ensure timeliness adherence to process and identify improvements and remediations when necessary.
• Drive the build out designand development of reporting framework and dashboards to meet the business stakeholders needs.
• Organize and evaluate key performance metrics to understand current effectiveness.
• Based on analytics and trends influence crossorganizational behaviors that drive improvements in service adoption and gross margin.
• Collaboratewith data engineers and analysts to acquire clean and transform data for reporting purposes.
• Fulfill requests from other department leaders for global Customer Care data trends when needed
• Ensuredata security and compliance with best practices.
• Perform Adhoc requests to understand changes in patient and customer behavior based on data results.
• Participate in the design or redesign of customer care business processes and workflows.
• Work with management to prioritize business and information needs.
• Digests and analyzes global PHI data from all areas of iRhythm Customer Care

Job Requirements

• Significant knowledge and experience with Customer Care operations including call center support inventory management customer onboarding professional services training and staff utilization.
• Experience assessing current performance and strategizing on future results
• Tableau and Salesforce reporting skills
• Ability to create storyboards dashboards reports graphs charts and other visual depictions of data analysis.

Essential Experience / Qualifications

• Bachelors or Masters degree in business analytics statistics operations research computer science IT or any other relevant discipline.
• Minimum 5 years experience in process optimization BI tools and other dataanalytics roles.
• Experience with PMP CRM IVR and call center telephony reporting and tools
• Strong understanding of data modeling and data visualization concepts.
• Familiarity with data warehouse concepts.
• Excellent attention to detail and problemsolving skills.
• Excellent communication and collaboration skills.
• Ability to work independently and as a part of a team.
• Adaptability to changing business requirements.
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel Salesforce Tableau etc.
• Strong analytical skills with the ability to collect organize analyze and disseminate significant amounts of information with attention to detail and accuracy.
• Adept at queries report writing and presenting findings.

Whats In It For You

This is a regular fulltime 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 pretaxed 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

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