Workforce Analyst

Workforce Analyst

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

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission! This is a fantastic opportunity to join the Learning and Development team at the global leader in implantable hearing devices! In this role, you will be based in our North America head office in Lone Tree, CO. This role is hybrid, requiring you to be in the office 2 days per week minimum, with 3 days per week working from home.

The Workforce Analyst plays a vital role in supporting Customer Experience (CX) Operations by ensuring the right resources are in place at the right time. Under general supervision, this role is responsible for forecasting, scheduling, and intraday management to optimize staffing levels and service performance. The Workforce Analyst will leverage data analysis and workforce management (WFM) tools to support operational efficiency, improve customer outcomes, and help the organization achieve key performance indicators (KPIs).

Key Responsibilities :

• Develop, maintain, and adjust short-term and long-term forecasts for contact volumes across multiple channels (voice, chat, email, etc.).
• Create and manage agent schedules to align staffing with forecasted demand while balancing employee engagement and business needs.
• Monitor intraday performance, identifying variances to forecast and making real-time staffing adjustments to ensure service levels and other KPI targets are met.
• Provide and create as needed detailed reporting and analysis of workforce performance metrics to identify trends, risks, and opportunities for improvement.
• Partner with Operations, Quality, and Training teams to ensure accurate capacity planning, scheduling, and staffing requirements are met.
• Conduct "what-if" scenario modeling and sensitivity analysis to support leadership decision-making.
• Maintain and optimize workforce management systems and tools, ensuring data accuracy and process efficiency.
• Support communication of staffing plans, schedule adherence, and performance insights to stakeholders across the business.
• Recommend process improvements and best practices to enhance WFM capabilities and operational efficiency.
• And other duties as assigned

Key Requirements :

Total Rewards :

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.

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 to learn more.

Cochlear Americas is an Equal Opportunity Employer. We 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.

Application deadline : October 5, 2025