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Workforce Optimization Supervisor

2 weeks ago

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

About Dexcom Inc.

We are a global leader in continuous glucose monitoring (CGM). Our mission is to improve human health by providing personalized, actionable insights for people with diabetes and beyond. Our Workforce Management (WFM) team plays a critical role in supporting our business objectives.

Job Summary:

The Workforce Optimization Supervisor will lead a team of WFM professionals to achieve service level targets and support our business objectives. This role requires strong leadership and analytical skills, as well as expertise in WFM tools and processes.

Your Key Responsibilities:

  • Lead a team of WFM professionals supporting multiple sites and transaction types.
  • Monitor and manage activities to support service level targets for our program.
  • Conduct root cause analysis of end-of-day performance and provide action plans for resolution.
  • Collaborate with cross-functional teams to ensure alignment and drive business results.

Requirements:

  • 1-2 years of experience leading a team of WFM professionals in a contact center or shared services setting.
  • Proficiency in WFM tools such as Genesys, eWFM, IEX, Salesforce, etc.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.