Workforce Operations Specialist
6 days ago
Dexcom is a pioneer in continuous glucose monitoring (CGM). Our mission is to empower people with diabetes to take control of their health. We're driven by thousands of passionate employees worldwide who are committed to listening, serving with integrity, and thinking big.
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.
Our Team
Our Workforce Management Professionals ensure that Dexcom has the necessary resources to support our patients effectively. We strive to exceed internal and external targets by leveraging our resources to meet business objectives.
Your Role
- You will monitor and manage call, chat, and backoffice queues in real-time to ensure we meet business objectives.
- You will generate and analyze interval-level reports, providing insights and recommendations to drive business growth.
- You will manage real-time staffing using various levers to ensure we're close to required staffing levels.
- You will play a key role in IT incident management and Application incident management, impacting our customers.
- You will lead and participate in performance calls with our Operations team, providing analysis and recommendations.
- You will support continuous improvement initiatives and work on process improvement projects.
- You will use and maintain short-term forecasts, volume arrival patterns, and AHT trends to create daily schedules.
What Makes You Successful
- You have knowledge of Genesys or other workforce management tools and call management systems.
- You are proficient in Microsoft Suite, including Excel, Word, and PowerPoint.
- You have excellent verbal and written communication skills.
- You possess strong quantitative and analytical skills.
- You have strong organizational and multi-tasking skills.
- You must have 2-4 years of experience in workforce management.
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