Customer Care Supervisor (Monday - Friday | 9am - 6pm CST)
Customer Care Supervisor (Monday - Friday | 9am - 6pm CST)
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$ 68000 - 85000
1 Vacancy
Job Description
Career-defining. Life-changing.
At iRhythm youll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone everywhere can access the best possible cardiac health solutions. Every day we collaborate create and constantly reimagine whats possible. We think big and move fast driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health our company and your career
About This Role:
Job Overview
The Customer Care Supervisor is responsible for overseeing the daily operations of a team of Customer Care Advocates (CCAs) in iRhythms Contact Center. This supervisory role supports the team in delivering high-quality efficient service to customers including accounts patients and internal business partners. Key responsibilities include providing guidance and coaching monitoring work queues and assisting in continuous improvement initiatives to optimize team performance and workplace morale.
Responsibilities
Team Supervision: Lead a team of Customer Care Advocates handling inbound and outbound customer inquiries from accounts patients and internal partners.
Daily Operations Management: Oversee the day-to-day operations of the Contact Center including real-time staffing managing work queues (e.g. calls email requests device returns) and ensuring efficient response times.
Employee Engagement & Development: Conduct monthly 1:1 meetings and quarterly goal reviews ensuring documentation of ongoing feedback development and performance alignment. Foster a positive work environment through workplace initiatives that promote employee engagement and retention.
Process Improvement: Continuously evaluate and suggest improvements for contact center processes and workflows to increase efficiency.
Performance Monitoring: Track and document team performance providing feedback to ensure standards for quality and timeliness are met.
Project Involvement: Participate in projects that support customer care and process improvement initiatives with a focus on delivering enhanced customer experiences.
Workplace Culture: Contribute to a positive team environment by supporting programs that promote engagement and a healthy workplace.
Required Qualifications
Bachelors degree or equivalent experience in customer service or a related field
3 years of experience in a customer service in a high contact center environment
1 years of team leadership or supervisory experience
Basic knowledge of Contact Center tools (CRM workforce management and telephony systems)
Strong communication skills and a customer-oriented approach
Problem-solving abilities with attention to detail
Flexibility and adaptability to work effectively in a fast-paced environment
Preferred Qualifications
Background or experience in healthcare or life sciences
Proficiency in Salesforce (SFDC) reporting and analytics with strong command of Microsoft Office suite (Word Excel PowerPoint)
Experience supporting process improvement projects in a customer service setting
Location:
Remote - USActual compensation may vary depending on job-related factors including knowledge skills experience and work location.
Estimated Pay Range
$68000.00 - $85000.00As a part of our core values we ensure an 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
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 iRhythms 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.
There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page and all communications regarding the application interview and hiring process will come from a @ email address. Please check any communications to be sure they come directly from @ email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate please contact Written offers of employment will be extended in a formal offer letter from an @ email address ONLY.
For more information see and Experience:
Manager
Employment Type
Full-Time
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