WFM Specialist

Hi, we're Oscar. We're hiring a WFM Specialist to join our Workforce Management team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless 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 role:

You will be responsible for operationalizing scheduling and management of staffing according to business requirements. You will act upon opportunities to maximize service level and staffing targets through real time and intraday monitoring and volume and staffing analyses with leadership. You will build business staffing schedules to forecast, work with and update shift management tooling, responsible for schedule design optimization and workflow process redesign when needed.

You will report into the Senior Manager, Workforce Management.

Work Location: This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; or Texas. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. #LI-Remote

Pay Transparency: The base pay for this role is: $21.46 - $28.17 per hour. You are also eligible for employee benefits, monthly vacation accrual at a rate of 15 days per year.

Responsibilities:

• Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival patterns to achieve service level commitments and efficiency targets.
• Build and adjust schedules in line with stakeholder requirements and employee considerations. Execute in a timely manner, validating accuracy and ensuring expected outcomes are achieved.
• Identify in real-time and anticipate 'reasons for target or SLA drops, efficiency challenges, opportunities and trends. Monitor/adjust queues and same-day staffing to ensure service levels, efficiency, and staffing needs are met.
• Serve as the primary point of contact for the internal support teams on intraday requests.
• Proactively communicate recommendations that provide improvements and/or solutions that support the overall good of the business.
• Collaborate with internal stakeholders to flag issues, resolve problems, and design/change schedules; able to adjust communication to the audience.
• Compliance with all applicable laws and regulations.
• Other duties as assigned.

Requirements:

• 2+ years of experience with MS Excel or Sheets (including mathematical formulas, pivot tables, conditional formatting, data validation, nested IF statements, etc.).
• 2+ years of experience in Workforce Management, planning/scheduling, or operational leadership.
• 1+ years of experience in a "customer-facing" role (even if the "customer" is internal).

Bonus points:

• 1+ years of experience using WFM tools (NICE, InContact, Five9, Verint, etc.)
• 1+ years of experience in real-time workforce analysis