Director, Transformation Strategy and Enablement
Puget Sound Energy
Senior Technical Support Manager
Dexcom
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Oversee support of customers encountering problems using the company's products.
- Supervise representatives answering customer inquiries via voice, chat, and email.
- Establish and maintain systems that provide answers to common questions and problems.
- Report new or recurring problems to design departments and partner with other departments to resolve customer support needs.
- Ensure representatives are properly trained when old products are upgraded or new products are released; coordinate technical training programs.
- Select, develop, and evaluate personnel to ensure efficient operation of the function; coach and guide managers.
- Develop and measure performance objectives and key performance indicators; participate in call forecasting, service level call modeling, and workforce management.
- Continuously improve and evaluate processes to enhance quality and customer service experience; leverage technology to improve processes/systems.
- Create, implement, communicate, and interpret policies or procedures; write/update documents for company procedures and policies as needed.
- Ensure staff understands and complies with Quality System elements, regulatory requirements, confidentiality, and privacy.
- Manage financial aspects: help manage cost per resource, support cost management initiatives, control approved budget, and assist with annual budgeting.
- Develop and drive internal strategies, initiatives, and programs to support technical support and GBS organization goals.
- Assume and perform special product duties as assigned.
Requirements
- 5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment.
- Bachelor’s Degree with 13+ years of industry experience.
- Experience with training and mentoring staff, including the development of training programs.
- Highly developed interpersonal skills with excellent written and oral communication skills.
- Strong emotional intelligence skills to drive objectivity in making fair and just decisions.
- Ability to make crucial decisions.
- Flexible in schedule, working at least one weekend day based on call volume, seasonality, and team needs.
- Proven ability working with multiple short-term deadlines and dynamic changing priorities.
- Highly detailed and action-oriented; enthusiastic, solution-oriented, and positive in leadership style.
- Willingness to travel as needed on occasion.
- Preferred: experience supporting highly technical/complex product teams in a 24/7 environment.
- Preferred: amenable to work on a hybrid setup.
- Preferred: experience working for a Shared Services organization.
