s ite lead - cebuDexcom

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 full-year 2020 revenue of $1.9B, a growth of 30% versus 2019. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs over 6,000 people worldwide.
Summary
The Technical Support Manager at Dexcom expertly manages a highly talented and diverse 24/7 Technical Support team as they troubleshoot issues with patients, parents, and caretakers for people affected by diabetes that use Dexcom Continuous Glucose Monitoring (CGM) products. You ensure a high quality experience for each patient by ensuring that your teams are appropriately engaging and connecting with them while they provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they are able to use Dexcom products as intended. Tapping into your subject matter expertise, you easily work with your team to set clear and measurable performance expectations and track team successes as well as areas of improvement through metric assessments.
Essential Duties and Responsibilities
Take accountability for the efficient operation and maintenance to improve business service operations by establishing performance and reporting measure, regularly synchronize with internal clients and management stakeholders and monitoring system performance; identifying and resolving root cause problems; ensuring adequacy of action plans; completing system audits and analyses; and managing system and continuous quality and efficiency improvement programs
Provide guidance to team members on a variety of issues to include but not limited to problem resolution, filing accurate/timely service requests, coaching, monitoring/rewarding goal achievement and the like.
Overall management of day-to-day activities, tasks and, responsibilities for assigned Technical Support Representatives including coaching and mentoring Technical Support team members.
Meet/exceed corporate, quality and, service goals including proper staffing levels of the team.
Create, implement, communicate and interpret new/existing policies or procedures to CGM staff members.
Handle all investigations and service call escalations to resolve patient issues including receiving, investigating and prioritizing escalated patient issues. Resolve challenging patient inquiries and issues. Delegate appropriate work as needed in response to patient issues.
Collaboratively works senior management to improve and build call center service experience nd with all relevant internal stakeholder groups to formulate proactive communications, change management and educational strategies to enhance the understanding and cultivate the awareness of the global business services strategy, process management, and the global business services model.
Builds strong capabilities and expertise in cost allocation methodologies, internal vs external service support options, application of advanced technologies like automation, advanced analytics, and system integrations.
Develops and articulates the vision for global business services in such a way as to engender the passion, engagement, leadership, and commitment necessary to effectively implement shared services concepts and methodologies across KP.
Required Qualifications
Bachelor's Degree holder with 7-10 years of previous Management experience within a high call volume call center environment preferably in Diabetes, Technology or Health related field
Exposure in Workforce Management, Business Intelligence and strong financial management background
Bachelor's Degree or 8 - 15 years of industry experience
Ability to work independently with minimal supervision within call center and across Dexcom.
Experience with training and mentoring staff including development of training programs.
Excellent English verbal and written communication skills, including effective listening skills and ability to communicate accurately
This position requires working at least one weekend day. Flexibility in schedule is critical based on customer call volume, seasonality and, team needs.
Proven ability working with multiple short-term deadlines, dynamic changing priorities.
Contribute high quality work to projects prioritize and meet deadlines.
Highly detailed and action oriented.
Must be enthusiastic, solution oriented and positive in leadership style.
Travel as needed on occasion.
Desire and willingness to be part of something amazing!
Preferred Qualifications
Preferred experience supporting highly technical/complex product teams in a 24/7 environment.
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

Cebu
Permanent
Full-time