Senior Manager, Customer Care

Company: iRhythm
Location: San Francisco
Posted on: February 25, 2021

Job Description:

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine- learning capabilities. Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm's continuous ambulatory monitoring has already put over 1 million patients and their doctors on a shorter path to what they both need - answers. About this role: The Senior Manager, Customer Care is responsible for--providing high quality and efficient customer service to iRhythm's customers (accounts) and patients throughout the United States. The position is responsible for the daily management of a team of Customer Care Advocates leading the team to meet (and exceed) service level and quality objectives. Responsibilities include hiring and retaining talented people, setting daily agent schedules, SLA, quality and attendance adherence and reporting. This position will also spend significant effort organizationally motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for accounts and patients that require managerial intervention. Additionally, the position is responsible for assisting the Vice President with employee development, quality, workforce management and enhancing workplace environment. What You'll Be Doing:

• Manage a team of 12-15 Customer Care Advocates (CCA) who are servicing calls from accounts, patients and internal business partners
• Provide daily direction through coaching, one-on-ones and quality feedback to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and additional technology
• Act as a point of escalation for callers who are seeking managerial decision making authority
• Daily operations of the call center, including real time management of call center staff through work force management application, regular monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.) and acting as level II assistance to the CCAs to assist with escalated issues and calls
• 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
• Performance management of CCA team
• Respond to and resolve employee relations issues expressed by team members by working with employee, Vice President and HR to understand, resolve and document issues
• Work as a member / leader of special or ongoing projects that are important to Customer Care and process improvement-- About you: QUALIFICATIONS:
  • 7-15 years of experience in a high volume call center environment
  • 6 - 12 years in a leadership position, managing individuals
  • Strong proficiency with tools commonly used in a call center environments including customer relationship management, workforce management, reporting and telephony based systems
  • Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
  • Extensive technical problem solving experience with web-based and IOS platforms
  • Strong communication proficiency and skilled at offering both verbal and written feedback to agents
  • Strong leadership skills with the ability to guide teams through periods of high growth
  • Motivated self-starter, capable of planning, developing, and maintaining assigned projects.
  • Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
  • Exceptionally collaborative, flexible and adaptive when working with customers and various teams within iRhythm
  • Bachelor's degree or relevant experience in healthcare field What's in it for you: This is a full-time position with competitive salary package and excellent benefits including medical, dental and vision insurance, paid holidays and paid time off. iRhythm also provides additional benefits including 401K (w/ company match), an Employee Stock Purchase Plan, annual organizational/cultural committee events and more! FLSA Status: Exempt 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 (M/F/V/D). Pursuant to San Francisco Fair Chance Ordinance, we will consider for employment all qualified applicants with arrest and conviction records. Are you authorized to work in the United States? --*
    Will you now, or in the future, require sponsorship for an employment visa status (e.g.: H-1B visa status)? If you'll require our company to commence sponsorship for an immigration or work permit case in order to employ you, then you should select "Yes". Otherwise, select "No". --*
    U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at iRhythm are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
    • Autism
    • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
    • Blind or low vision
    • Cancer
    • Cardiovascular or heart disease
    • Celiac disease
    • Cerebral palsy
    • Deaf or hard of hearing
    • Depression or anxiety
    • Diabetes
    • Epilepsy
    • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
    • Intellectual disability
    • Missing limbs or partially missing limbs
    • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
    • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: iRhythm, San Francisco , Senior Manager, Customer Care, Executive , San Francisco, California