United States Job Openings

Cochlear Ltd

Manager, Workforce Management

FULL TIME

September 20, 2024

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Manager, Workforce Management

Position Spotlight:

Application Deadline: October 4th, 2024
Perform real time monitoring and adjustment of resources to ensure proper coverage across all of Operations
Work closely with leaders of multiple teams to coordinate changes to staffing levels, agent skilling, and other strategic adjustments

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! If you know how to evaluate staffing levels, oversee scheduling for multiple customer-facing teams, analyze and find trends in workflow demands, and want to guide the direction of the Customer Experience Operations department, this is a fantastic opportunity for you! In this role, you will be based in our Americas head office in Lone Tree, CO.

Key Responsibilities

Work with Operations Leadership to create a staffing model against forecasted volumes, including the utilization of Real Time Monitoring to ensure proper coverage across all contact channels, and the creation and distribution of weekly staffing schedules.
Develop, implement and manage a scalable, robust workforce program for all customer interaction types for office-based and remote staff across Customer Service, Reimbursement Operations, and the Supply Chain.
Determine how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM).
Provide Monthly and Quarterly metrics review reports to Customer Experience Leadership including Quality review metrics to meet regulatory requirements
Provide all Operations departments with respective team's performance metrics monthly for presentation at team meetings so agents can see the bigger picture and understand how their roles contribute to the overall customer experience

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

Bachelor’s Degree or equivalent experience
5-7 years of experience in Workforce Management
Must possess strong quantitative, analytical and technical aptitude skills.
Must possess the ability to effectively, accurately and concisely convey thoughts and concepts to the Customer Experience Leadership team.
Excellent computer skills with experience in various software packages, including Microsoft Suite and web-based programs.
Ability to manage and adapt to competing priorities and manage time and schedules in a fast-paced environment while maintaining a high level of attention to detail.
Strong ability to interact effectively and proactively with all levels of the organization to develop positive, professional relationships across the business that are based on trust and open communication.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

Pay Range in the United States: $104,000 - $110,000 annually based upon experience, as well as an annual bonus opportunity of 15% of base salary. Exact compensation may vary based on skills, experience, and location.
Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is a home/office environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at

www.cochlear.us/careers

to learn more.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

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