Workforce Management Analyst 2

# Real Time Analyst II

Meet the team:

We're expanding our Resource Strategy & Optimization (RSO) organization and are looking for new talent to join our Real-Time Analyst (RTA) team!

Our RTA team plays a critical role in ensuring smooth day-to-day operations across the business. By monitoring real-time performance, adjusting staffing in the moment, and supporting operational leaders with timely insights, we help maintain service levels and ensure our customers receive the high-quality support they deserve.

As the front line of workforce execution, our RTAs make sure the right people are available at the right time, schedules are optimized, and agent preferences are applied whenever possible. We collaborate closely with leaders across functions to anticipate needs, mitigate risks, and maintain operational stability. If you're passionate about using data to make fast, meaningful decisions, thrive in dynamic environments, and enjoy being at the center of where operations come to life, this is the team for you.

Where You Come In

As a Real-Time Analyst within the Resource Strategy & Optimization (RSO) team, you will:

• You will monitor live operational performance across multiple lines of business to ensure service levels remain on track.
• You will make real-time, data-driven decisions to keep staffing aligned with demand.
• You will support operational leaders by identifying risks early and recommending timely intraday actions.
• You will ensure schedules are optimized, balancing agent preferences where possible while meeting business needs.
• You will act as a front-line partner during escalations, outages, system issues, and other production-impacting events.
• You will play a critical role in maintaining smooth, efficient operations that directly impact patient support and experience.
• You will initiate and maintain process definitions and updates that support workforce management (WFM) and operational alignment.

What makes you successful:

You will excel in this role if you:

• You have 3+ years of Real-Time Analyst or Workforce Management (WFM) experience.
• You have proficiency in Microsoft Excel and Genesys.
• You have experience with reporting automation, Tableau, or other WFM tools.
• You have experience in schedule analysis and optimization.
• You have strong attention to detail, analytical thinking, and problem-solving skills.
• You have the ability to communicate clearly and professionally across written, verbal, and email channels.
• You have strong organizational skills and the ability to prioritize effectively in a fast-paced, real-time environment.
• You have a proactive, collaborative mindset and are comfortable taking initiative.
• You have the adaptability to respond quickly to change and contribute ideas for continuous improvement.
• You have flexibility to support varying shift schedules and a hybrid work environment.

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%

Experience and Education Requirements:

Typically requires a Bachelor’s degree and a minimum of 2-5 years of related

experience.