24/7 Technical Support Manager — Patient Care & Ops

Dexcom Philippines; Cebu City; Presencial; PHP 900 000 - 1 500 000; Tempo integral

Resumo da oferta

Dexcom Philippines is seeking a Technical Support Manager to lead a diverse 24/7 team that supports patients and caregivers using Dexcom CGM devices. You will ensure high-quality service, set performance expectations, and drive improvements across the support organization.

The role requires 5+ years in a senior call center setting, strong English communications, weekend availability, and the ability to partner with other departments on process enhancements; travel may be required.

Qualificações

• 5+ years’ of experience as a Manager or above within a high call volume call center environment preferably in Diabetes, Technology or Health related field
• 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!
• 5+ years’ of superior customer service experience within a technical or medical support call center environment highly preferred
• Preferred experience supporting highly technical/complex product teams in a 24/7 environment

Responsabilidades

• Provide guidance on issue resolution and coaching, monitoring and rewarding goal achievement
• Manage day-to-day activities for Technical Support Representatives
• Meet/exceed corporate quality and service goals including staffing
• Create, implement and interpret new/existing CGM staff policies
• Partner with other departments to resolve customer support needs
• Leverage technology to improve processes and lead a world-class Technical Support dept.
• Ensure staff has tools and atmosphere to provide technical support
• Handle investigations and escalations to resolve patient issues
• Promote and maintain high-quality patient support standards
• Manage call volumes by queues, forecasting and workforce management
• Ensure compliance with Quality System, regulatory requirements, confidentiality and privacy
• Ensure proper use of software and databases by staff
• Conduct coaching and call monitoring
• Perform performance reviews with staff
• Develop and analyze team metrics
• Improve processes to enhance quality and customer service
• Initiate recommendations on processes and policies
• Coordinate technical training programs
• Assist with annual budgeting processes
• Collaborate with departments on improvements
• Prepare team for new product launches and represent in commercialization meetings
• Be on-call 24-7
• Write/update documents for procedures and policies
• Support adherence to Dexcom Technical Support metrics and FDA compliance
• Work with senior management to improve call center service

Conhecimentos

Team leadership

Call center management

English communication

Training & development

Customer support

Formação académica

Bachelor’s degree

Descrição da oferta de emprego

Dexcom Philippines is seeking a Technical Support Manager to lead a diverse 24/7 team that supports patients and caregivers using Dexcom CGM devices. You will ensure high-quality service, set performance expectations, and drive improvements across the support organization.

The role requires 5+ years in a senior call center setting, strong English communications, weekend availability, and the ability to partner with other departments on process enhancements; travel may be required.