Supervisor, Customer Care

Career-defining. Life-changing.

At iRhythm, you’ll 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 what’s 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:

Title: Customer Care Supervisor (Exempt)

Reports To: Customer Care Manager / Director

Job Overview 

The Customer Care Supervisor manages a team of Customer Care Advocates, Advanced Customer Care Advocates and Senior Customer Care Advocates.

The Supervisor will be responsible for providing coaching, guidance and support towards achieving individual, Advocate level and departmental goals while aligning the team to the key expectations. The expanded use of critical thinking skills- to solve complicated issues, document findings, and develop solutions will be needed to grow in this role. 

Our work environment is fast paced, with a collaborative atmosphere. The supervisor team will be required to assist their teams in day-to-day activities as the business needs require.

The supervisor will be responsible for team communication as well as a collaborative communication for all team members as needed regardless of which team the advocate is on. The ability to work as a group to deliver key department results to drive continuous improvement will be needed.

Responsibilities and Duties 

• Lead a team of Customer Care Advocates (Advocates, Advanced and Senior level) who are servicing calls from accounts, patients and internal business partners.

• Provides coaching to CCA’s to ensure that they achieve or exceed company expectations for quality and service by providing regular, constructive feedback and guidance to develop employees to their full potential.

• Ability to take calls / tickets as needed based on volume to be a backup for the team.

• Review and accountability of employee reports – attendance, timesheets, performance metrics.

• Conduct live call listening, live monitoring and call calibration with team members.

• Manage through the daily operations of the call center, own monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.).

• Review and audit of CCA queue work to ensure quality, accuracy and timeliness of work.

• Handle and resolve escalations multi-channel and multi-level.

• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and technology.

• Performance management of CCA team.

• May participate in supporting a specialty area such as Training, Quality, or new process development.

• Collaboration with other department Leads & points of contact.

• Complete monthly 1:1’s with advocates and align documentation to show continued discussions and support.

• Complete quarterly reviews of goals and follow the standard process for documentation through goal review process.

• 85% of agents must be meeting individual metrics.

• Within 6 Months register for Ignite Leadership class at IRT and complete in first 12 months.

• Collaborative with full supervisor team to align on weekly communication option for the team.

• Assist with other Customer Care related duties as needed – may include but not limited to taking calls, resolving tickets/emails or providing other support as requested.

About You

Qualifications:

INTERNAL CANDIDATE

• 24-36 Months in the customer care advocate roles with continued advancement
• Bachelors or equivalent combination of experience and education.
• Strong leadership skills with the ability to guide and motivate teams to higher performance.
• Experience with Salesforce Customer Relationship Management software.
• Proficient with Microsoft Office - Word, Excel and PowerPoint.
• Understanding of data analytics and use for alignment of metrics and research.
• Candidates must possess strong verbal and written English communication skills.
• Travel requests throughout the year to IRC locations, advanced notice will be given.

EXTERNAL CANDIDATE

• Minimum of 3-5 years of customer service leadership experience, preferably in a healthcare/ medical sale noninsurance setting.
• Bachelor’s or equivalent combination of education and experience in a fast-paced environment with continued growth.
• Strong leadership skills with the ability to guide and motivate teams to higher performance.
• Experience with Salesforce Customer Relationship Management software or similar environment.
• Proficient with Microsoft Office - Word, Excel and PowerPoint.
• Candidates must possess strong verbal and written English communication skills.
• Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment.
• Demonstrated commitment to helping people and resolve issues including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.
• Demonstrated patience and professionalism in stressful situations. Experience in a multitasking role preferred.
• Travel requests throughout the year to IRC locations, advanced notice will be given, and attendance will be mandatory.

Location:

Originally posted on Himalayas