Workforce Management Supervisor

2 days ago

Manila, National Capital Region, Philippines Dexcom Inc. Full time

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Our group of WFM Professionals ensures that Dexcom has adequate resources to fulfill their commitment to patients and assist them in taking charge of their health. To meet and surpass both internal and external targets, we transform Dexcom's resources into powerful weapons.

Where you come in:

  • You will lead a team of workforce professionals supporting multiple sites & transaction types. Coach, train and develop current and next generation WFM professionals for Dexcom.
  • You will monitor and manage activities to support service level targets for our program.
  • You will conduct root cause analysis of end-of-day performance providing action plans and resolution.
  • You will produce and analyze reports on a daily, weekly, monthly, quarterly, and annual basis for stakeholders and the Dexcom leadership team.
  • You will recommend and support process improvement in and outside of the WFM Team.
  • You and the team you lead will act as a key liaison for outage management.

What makes you successful:

  • You need to have 2-3 years of experience leading a team of WFM professionals in a contact center or shared services setting.
  • You have proficiency in WFM tools such as Genesys, eWFM, IEX, Salesforce, etc.
  • You are proficient in Microsoft Suite (Excel, Word, PPT).
  • You have in-depth knowledge of Real Time Monitoring and working knowledge of Scheduling, Capacity Planning, and Forecasting.
  • You have excellent verbal and written communication skills.
  • You have strong project management, quantitative, and analytical skills.
  • Optional: Reporting Background.

What you'll get:

  • A front row seat to life-changing CGM technology. Learn about our brave #dexcomwarriors community.
  • A full and comprehensive benefits program.
  • Growth opportunities on a global scale.
  • Access to career development through in-house learning programs and/or qualified tuition reimbursement.
  • An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

  • 15-25%
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