Workforce Management Specialist - Call Center at iRhythm

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(40 open jobs)

iRhythm Technologies is redefining the standard for ambulatory cardiac monitoring.

Job title
Workforce Management Specialist - Call Center
Job listing last updated at
Feb 11, 2021
Job listing location
Lincolnshire, San Francisco
Job listing source
Job listing link
External link
Bay Area company location: 650 Townsend St # 500, San Francisco CA

Job description

About iRhythm:

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:

iRhythm is currently seeking an experienced Workforce Management Specialist to work in our Lincolnshire, IL or San Francisco, CA office. 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!

This individual is responsible for forecasting, reporting and capacity planning across several cross functional groups and locations in order to meet or exceed Customer Care service level goals.  This position will be responsible to build out a work force management operation which will include the real- time management, long-term, medium term and short- term forecasting, scheduling adjustments and reporting key metrics.  Responsible for the creation of policies that impact workforce management and the workforce and works closely with leadership to ensure the communication and enforcement of these policies.  This position will also analyze real time and historical call center performance and identify opportunities to improve performance. 

Specific job responsibilities include:

  • Forecasts call volume demand and other contact demand and manages the scheduling of appropriately skilled staff based on historical and anticipated volume
  • Schedules agent shifts and communicates shift changes to appropriate team members. Moderates use of Paid Time off, leaves of absence and incorporates time out into shift planning.
  • Monitors real time contact centers for all groups domestically and internationally across all forms of communication: phones, email, chat, fax etc.
  • Proactively trends real time call arrival patterns and adjusts staff accordingly
  • Prepares daily and intra-day level forecast and staffing analysis based on actual call volumes and agent availability using Monet WFM and ShoreTel telephony platform
  • Identifies service anomalies using real time monitoring applications
  • Escalates contact center interruptions and acts the business-side owner to follow issue through to resolution
  • Work closely with Customer Care Training organization to ensure properly skilled individuals are available to support the business needs
  • Maintain a current and accurate agent skill set inventory
  • Assist with training of staff on Workforce Management policies and procedures
  • Complete bi weekly time card approvals for all contact center employees, reviewing regular time pay, overtime pay, holiday pay, PTO, Jury duty etc.
  • Train team members, managers, trainers on the use of work-force planning tools.
  • Build and maintains Monet Workforce Management System
  • Lead and maintain business continuity efforts through Disaster Recovery plan.

About you:

You are an experienced Workforce Management Specialist (Other details can be included here or we can just bullet point this section)

  • Minimum of 5 years of workforce management experience
  • Experience working with staffing models and business forecasts
  • Workforce Management Software experience mandatory (Monet, Calabrio, etc..)
  • Salesforce experience desired
  • Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, and Windows operating systems
  • Bachelor’s degree in statistics, mathematics, computer science, finance, general business or accounting recommended. Equivalent work experience may be substituted for educational experience
  • Experience implementing new software / applications is desired
  • Solutions-oriented, detail oriented individual who understands how to effectively manage
    multiple teams in different geographic locations.
  • Adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, handling multiple tasks concurrently, and easily adapting to change
  • Thrives in a fast paced, dynamic organization

Location: San Francisco, CA or Lincolnshire, IL

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.

Make iRhythm your path forward.



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