Workforce Management Specialist
Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.
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.
About the role
As Cochlear continues to grow and service our customers, we are recruiting for a Workforce Management Specialist in our Americas head office based in Lone Tree. This role offers a hybrid work environment with a combination of in-office and remote work from home.
In alignment with our organizational principle of providing a safe work environment, and in order to comply with new requirements for contractors of the Federal Government, all US-based employees of Cochlear Americas are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodations.
To be successful in this role you’ll be able to assist the Operations department in real time monitoring and adjustment of resources to ensure proper coverage in the contact center. You’ll work collaboratively with Operations to make recommendations to management and coordinate changes to staffing levels, agent skilling and other adjustments as defined by the Workforce Management Specialist procedures. This technical role is responsible for evaluating staffing levels and creating the Contact Center schedules, collaborating with floor leadership and customer-facing agents to best respond to the incoming chat, call and workflow demands, creating daily and weekly reports that highlight trends, areas of opportunity and helps guide the direction of the Operations department.
- Works with operations 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
- Support manager in the collection and categorization of all Operations connectivity issues for escalation and resolution
- Compile Monthly and Quarterly metrics review reports to Operations including Quality review metrics to meet regulatory requirements
- Assist operations with any ad hoc report requests in PureConnect and Salesforce
- Support for all CX initiatives, and other related duties as assigned
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:
- High School Diploma/GED or Equivalent Work Experience
- 3+ Years of Call Centre Experience
- 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
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 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. 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. Influence, organization/classification of information and planning are also required.
The work environment is an office environment, home/office environment, and are representative of those an individual encounters while performing the essential functions of this job.
Flexibility to work an eight-hour shift between 6:00am-6:00pm, Monday through Friday with periodic testing outside of normal business hours through the week or on the weekends on a limited basis.
In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits. The Target Salary Rate: $22.00 – $23.00 an hour based upon experience as well as a bonus of 5% of base salary.
The overall benefit program includes medical, dental, vision, life and disability, pet insurance, Employee Stock Purchase Plan, 401K Matching, PTO (vacation, holidays, floating holidays, sick and volunteer time off), tuition reimbursement, transportation supplementation, maternity and paternity leave, and wellness programs.
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.