Workforce Management Analyst 1

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:
Our dedicated group of Workforce Management Professionals ensures Dexcom has the necessary resources to fulfill our commitment to patients and empower them to take control of their health. We strive to exceed both internal and external targets by leveraging Dexcom's resources to support our patients effectively.

Where you come in: 
•    You will monitor and manage call, chat, and back-office queues in real time to ensure that we meet business objectives.
•    You will generate and analyze interval-level, daily, weekly, monthly, and annual reports.
•    You will manage real-time staffing by utilizing levers to ensure that we are as close as possible to required staffing.
•    You will play an integral part in IT incident management and application incident management impacting our customers.
•    You will lead and participate in performance calls with our Operations team, providing your insights, analysis, and recommendations.
•    You will support continuous improvement initiatives and work on your own process improvement projects.

What makes you successful: 

•    Your knowledge of Genesys or other workforce management tools and call management systems.
•    You are proficient in Microsoft Suite (Excel, Word, PPT), including but not limited to pivot tables and VLOOKUP in Excel.
•    You have excellent verbal and written communication skills.
•    You have strong quantitative and analytical skills.
•    You must have strong organizational and multi-tasking skills.

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. 
#LI-Hybrid
 

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.