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Form of workJob Description
Hi, we're Oscar. We're hiring a Workforce Management Analyst to join our Production Center of Excellence team.
Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.
About the roleResponsible for real time monitoring of volume, staff performance, and systems as well as decision making authority to re-balance resources to achieve daily KPI success.
You will report to the Associate Director, Production Control.
This is a remote / work-from-home role. You must reside in one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote
The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $63,200 - $82,950 per year. The base pay for this role in all other locations is: $56,880 - $74,655 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.
Responsibilities- Perform constant real-time monitoring of incoming volume, performance, pace to plan, and service level for multiple queues and work areas
- Maintain deep understanding of business priorities and requirements and an expert understanding of Oscar's teams and systems
- Responsible for making real-time decisions related to rebalancing staffing, adjusting queues and schedules to meet operational targets
- Conducts retrospective analysis of staffing data to optimize and improve outcomes
- Serve as the primary point of contact regarding factors that impact staffing and service levels and same-day requests
- Compliance with all applicable laws and regulations
- 2+ Years experience in Workforce Management, scheduling, or production planning
- 2+ Years experience using volume and production rate to determine capacity needs and create daily plans
- 2+ Years experience performing data analysis and identifying root cause
- 2+ Years experience with MS Excel (Pivot Tables, Formulas, etc.)
- 1+ Years Experience using WFM tools (NICE, InContact, Five9, Verint, etc.)
- 1+ years experience in real-time workforce analysis
- Experience creating & utilizing IEX / CXOne / inContact reports
This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives..
Pay Transparency:
Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.
Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.
Reasonable Accommodation:
Oscar applicants are considered solely based on their qualifications, without regard to applicant's disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.
