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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:
Job Title: Real-Time Adherence (RTA) Agent
Role Type: Full-Time, Operational Support
Reports To: WFM Lead
Role Summary:
RTA Agents monitor real-time agent activity, call queues, and service level performance to make adjustments that ensure operational goals are met. This role acts as the first line of defense for intraday staffing issues and supports timely communication with the operations team.
Key Responsibilities:
- Monitor agent adherence and state changes in real time.
- Track queue performance across multiple channels (voice, chat, email, etc.).
- Execute intraday actions such as skill changes, reroutes, breaks, and schedule corrections.
- Identify and escalate volume spikes, outages, or staffing anomalies.
- Provide hourly performance summaries and intraday reports.
- Communicate real-time conditions to Supervisors and WFM.
- Document variance drivers for future forecasting improvements.
- Support intraday reforecasting by providing volume and performance insights.
- Maintain a high level of situational awareness across queues.
Required Skills:
- Ability to multitask in a fast-paced environment.
- Strong situational awareness and problem-solving.
- Understanding of contact center metrics: ASA, SL, AHT, adherence, occupancy.
- Basic systems proficiency in WFM and telephony tools.
- Clear communication and ability to escalate effectively.
Preferred Experience:
- Prior experience in a call center or operations environment.
- Familiarity with WFM platforms and agent monitoring tools.
Success Measures (KPIs):
- Adherence accuracy and compliance.
- Frequency and timeliness of escalations.
- Intraday service level performance.
- Reduction of variance between plan vs. actual.
- Real-time issue detection and root-cause documentation.
Location:
ManilaAs 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 [email protected]
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, iRhythm’s 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 @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com 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 [email protected]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.
For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121
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