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WFM Operations Manager

2 weeks ago

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

About Us

Dexcom Inc. is a pioneer and global leader in continuous glucose monitoring (CGM). We began as a small company with a big dream: to forever change how diabetes is managed. Today, we're a leading consumer health technology company committed to improving human health. Our Workforce Management (WFM) team plays a vital role in supporting our business objectives.

Job Summary:

The Workforce Management Operations Manager 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.
  • Develop and implement process improvements to enhance WFM efficiency and effectiveness.
  • 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:

  • 2-3 years of experience leading a team of WFM professionals in a contact center or shared services setting.
  • Expertise in WFM tools such as Genesys, eWFM, IEX, Salesforce, etc.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.