Essential Duties and Responsibilities
You will 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. Partner with other departments to resolve issues involving customer support needs. Leverage technology to improve processes/systems to build and lead a world-class Technical Support department. Ensure assigned staff has the tools, abilities and atmosphere required to provide technical support. 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. Promote and maintain high-quality patient support standards within the Technical Support department against expectations. Manage the dynamic call volumes by queues and participates in call forecasting, service level call modeling and workforce management. Ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality and, privacy. Ensure that staff uses the software and databases appropriately. Perform coaching and call monitoring as needed. Conduct performance reviews with staff including goal and employee development plans. Develop, collect, track and analyze team and department metrics. Continuously improve and evaluate processes, in order to improve quality and customer service experience; building customer loyalty and brand value. Initiate and make recommendations regarding processes, policies, and procedures. Coordinate technical training programs for existing and new product training. Assist with the annual budgeting processes. Collaborate with other departments as needed identifying, testing, and implementing work process and system improvements. Preparing team for new product launches and representing the department in commercialization meetings. Assume and perform special product duties as assigned. Be on-call 24-7 for personnel, customer and, phone system issues. Write/update documents for company procedures and policies, as needed Support adherence to Technical Support activities of Dexcom Technical Support Team within the framework of established service excellence metrics, policies, procedures, and, FDA compliance requirements. Work collaboratively with senior management to improve and build call center service experience. Required Qualifications: To perform this job successfully, an individual 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. 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!
Preferred Qualifications
- 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.
Education Requirements
- Bachelor’s degree
- Travel Required:
- 0 - 24%
Supervisory Responsibilities: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this area. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
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Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at talentacquisition@dexcom.com.
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