head of global workforce ManagementDexcom

Job Description:
About Dexcom
Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported expected full-year 2021 revenues of $2.48B, a growth of 27% over 2020. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 6,000 people worldwide.
Position Summary:
The Contact Center Workforce Leader is responsible in delivering forecasting, scheduling, and management of intra-day performance and service for a multi-site, multi-skilled 24 x 7 Service Call Center Global Operations. The team consists of techs responsible for handling front and back-office operations, including inbound and outbound communications via phone, email, chat, and ticket management. The team is supporting different regions and multiple languages. The Contact Center Workforce leader will partner with the different departments of the organization to forecast special project volume, customer demand changes, sales product market changes and business improvement initiatives affecting the Service Call Center
Essential Duties and Responsibilities:
Overall management of the day-to-day operations of the Enterprise Capacity Planning Team.
Leads the Contact Center planning and staffing process. Drives the headcount planning requirements for each location.
Accountable for timely delivery of tech schedules developed by Enterprise Capacity Planning Analysts. Partners with the Operations Team to ensure smooth execution of tech schedules.
Oversees and maintains the Genesys Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics to include volumes, schedule adherence and service level achievement.
Oversees intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements. Responsible for development, implementation, and recurring review/update of the communication and execution strategies to utilize when staffing issues are identified and adjustments are required. Analyzes and addresses escalated service delivery issues when needed between Operations Leaders and Enterprise Capacity Planning Team.
Works in partnership with Enterprise Capacity Planning Team, Training, Project Teams and Operational teams to coordinate the hiring and training of new employees, ongoing development and multi-skill training for existing employees and to identify opportunities for service improvements and business optimization.
Maintains professional and technical knowledge of the Enterprise Capacity Planning Team by tracking emerging trends in workforce management by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies. Researches and recommends vendor solutions for forecasting and scheduling activities.
Functional Description:
Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.
Functional/Business Knowledge:
Knowledge and awareness spans all aspects of the specific functional area.
Enhances understanding and knowledge of how functional objectives support corporate objectives.
Possesses in-depth knowledge of leading best practices in area of expertise.
Scope:
Establishes operational objectives and work plans, and delegates assignments to team members / supporting employees.
Provides guidance and support to team members / employees.
Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
Requires the ability to effectively influence others and manage sensitive situations.
Judgement:
Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.
Management:
Manages activities of two or more sections or departments.
Directly manages the coordination of the activities within a function/department with responsibility for results.
In some instances may be responsible for a functional area or contracted / outsourced employees or matrixed reports and not have any direct reports within the organization.
People management responsibilities include hiring / terminations, performance reviews, career development coaching, and compensation decisions.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom

Taguig City, Metro Manila
Permanent
Full-time