• You overseethe support of customers encountering problems using the company's products.
• You superviserepresentatives answering customer inquiries via voice, chat, and email.
• You establish and maintainsystems that provide answers to common questions and problems.
• You reportnew or recurring problems to design departments.
• You ensurerepresentatives are properly trained when old products are upgraded or new products are released.
• You select, develop, and evaluatepersonnel to ensure the efficient operation of the function.
  
  

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

• You coach and guidemanagers in achieving their objectives and goals, including their personal development.
• You coordinatetechnical training programs for existing and new product training.
• You develop and supportCorporate’s people management and development programs, providing necessary insights and suggestions to further develop existing programs.
• You ensurethat employee communication remains open, updated, and transparent, providing accurate information/data at the right time and venue.
• You actas a coach and mentor to support organizational capability and development.
• You showcaseexcellent knowledge of the company’s culture and mission and advocate our core values.
  
  

• You helpthe Tower Leader manage the cost per resource to meet agreed targets.
• You develop and supportcost management initiatives through various tools to identify and eliminate unnecessary expenses.
• You manage and controlthe approved budget.
• You assistwith the annual budgeting processes.
  
  

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

• You assume and performspecial product duties as assigned.
  
  

• You have5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment.
• You holda Bachelor’s Degree with 13+ years of industry experience.
• You haveexperience with training and mentoring staff, including the development of training programs.
• You possesshighly developed interpersonal skills with excellent written and oral communication skills.
• You embodystrong emotional intelligence skills to drive objectivity in making fair and just decisions.
• You havethe ability to make crucial decisions.
• You areflexible in schedule, working at least one weekend day, based on customer call volume, seasonality, and team needs.
• You haveproven ability working with multiple short-term deadlines and dynamic changing priorities.
• You arehighly detailed and action-oriented.
• You must beenthusiastic, solution-oriented, and positive in leadership style.
• You travelas needed on occasion.
• You desire and are willingto be part of something amazing!
  
  

• Preferred experiencesupporting highly technical/complex product teams in a 24/7 environment.
• Amenableto work on a hybrid setup.
• Experienceworking for a Shared Services organization.
  
  

• 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.
  
  

• 0-5%
  
  

• Mapped to the Global Career Framework level and title.
• Please Note: This data is pulled in automatically based on the job code when creating requisition.
  
  

Please refer to job description.