Sr Manager Technical Support

Dexcom, Inc.; Taguig; Hybrid; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

Career development & tuition reimburse

Job summary

Dexcom, Inc. is seeking an experienced leader to elevate our customer support organization in the Philippines. You will oversee product support, supervise call center representatives across voice, chat, and email, and build systems that provide fast, accurate answers.

The role includes reporting issues to design, ensuring training during upgrades, and selecting/developing staff for an efficient function. Leadership responsibilities include coaching managers, coordinating technical training, and

Qualifications

• 5-8 years of people management experience in a high call volume BPO/Shared Services/Healthcare environment.
• Bachelor's Degree with 13+ years of industry experience.
• Experience training and mentoring staff, including the development of training programs.
• Strong written and oral communication skills.
• Emotional intelligence to drive objective decisions.
• Ability to make crucial decisions.
• Flexible in schedule, including at least one weekend day.
• Willingness to travel as needed.
• Cross-functional collaboration experience.

Responsibilities

• Oversee support of customers using the company's products.
• Supervise representatives handling voice, chat, and email inquiries.
• Establish and maintain knowledge base/FAQs to provide quick answers.
• Report new or recurring issues to design teams.
• Ensure staff are trained when products are upgraded or released.
• Select, develop, and evaluate personnel for efficient operation.
• Coach and guide managers to achieve objectives and develop talent.
• Coordinate technical training programs for staff and product training.
• Develop and support corporate people management programs and insights.
• Ensure open, transparent employee communication and timely information sharing.
• Forecast call volumes and participate in workforce management.

Skills

People management

Training & mentoring

Communication

Emotional intelligence

Decision making

Scheduling flexibility

Travel willingness

Leadership coaching

Education

Bachelor's Degree

Job description

Meet the team:

Join our dynamic and innovative team at [Company Name], where we are dedicated to transforming lives through cutting-edge technology. Our department is at the forefront of customer support, ensuring that our clients receive the best possible assistance with our products. We pride ourselves on fostering a collaborative and inclusive environment. If you're passionate about making a difference and working with a team that values creativity and excellence, this is the place for you!

Where you come in:

• You oversee the support of customers encountering problems using the company's products.
• You supervise representatives answering customer inquiries via voice, chat, and email.
• You establish and maintain systems that provide answers to common questions and problems.
• You report new or recurring problems to design departments.
• You ensure representatives are properly trained when old products are upgraded or new products are released.
• You select, develop, and evaluate personnel to ensure the efficient operation of the function.

What makes you successful:

• You develop and measure performance objectives and key performance indicators for your workstream/region.
• You ensure that corporate, quality, and service goals are met, including proper staffing levels of the team.
• You continuously improve and evaluate processes to enhance quality and customer service experience, building customer loyalty and brand value.
• You leverage technology to improve processes/systems to build and lead a world-class department.
• You collaborate with other departments to identify, test, and implement work process and system improvements.
• You create, implement, communicate, and interpret new/existing policies or procedures to the team.
• You ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality, and privacy.
• You manage dynamic call volumes by queues and participate in call forecasting, service level call modeling, and workforce management.
• You partner with other departments to resolve issues involving customer support needs.
• You initiate and make recommendations regarding processes, policies, and procedures.
• You write/update documents for company procedures and policies as needed.

Leadership and People Management:

• You coach and guide managers in achieving their objectives and goals, including their personal development.
• You coordinate technical training programs for existing and new product training.
• You develop and support Corporate's people management and development programs, providing necessary insights and suggestions to further develop existing programs.
• You ensure that employee communication remains open, updated, and transparent, providing accurate information/data at the right time and venue.
• You act as a coach and mentor to support organizational capability and development.
• You showcase excellent knowledge of the company's culture and mission and advocate our core values.

Financial Management:

• You help the Tower Leader manage the cost per resource to meet agreed targets.
• You develop and support cost management initiatives through various tools to identify and eliminate unnecessary expenses.
• You manage and control the approved budget.
• You assist with the annual budgeting processes.

Strategy Development and Execution:

• You develop and drive internal strategies, initiatives, and programs to support the corporate goals and objectives of the Technical Support Tower and the GBS organization.
• You determine needed revisions of objectives and plans according to current business conditions.

Others:

• You assume and perform special product duties as assigned.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• You have 5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment.
• You hold a Bachelor's Degree with 13+ years of industry experience.
• You have experience with training and mentoring staff, including the development of training programs.
• You possess highly developed interpersonal skills with excellent written and oral communication skills.
• You embody strong emotional intelligence skills to drive objectivity in making fair and just decisions.
• You have the ability to make crucial decisions.
• You are flexible in schedule, working at least one weekend day, based on customer call volume, seasonality, and team needs.
• You have proven ability working with multiple short-term deadlines and dynamic changing priorities.
• You are highly detailed and action-oriented.
• You must be enthusiastic, solution-oriented, and positive in leadership style.
• You travel as needed on occasion.
• You desire and are willing to be part of something amazing!

Preferred Qualifications:

• Preferred experience supporting highly technical/complex product teams in a 24/7 environment.
• Amenable to work on a hybrid setup.
• Experience working for a Shared Services organization.

What you'll get:

• A front row seat to life-changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-5%

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