Analyst II, Workforce Management

Oscar Insurance Company • Dallas, TX

3d • Remote

About The Position

You will be responsible 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 focus on overall staffing and organizational analysis/optimization. You will report into the Director, Clinical Operations. Work Location: This is a remote position, open to candidates who reside in: Dallas, Texas. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area. #LI-Remote Pay Transparency: The base pay for this role 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.

Requirements

• 2+ Years experience in workforce management, scheduling, or production planning within healthcare
• 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.)

Nice To Haves

• 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

Responsibilities

• Perform constant real-time monitoring of incoming volume, performance, pace to plan, and service level for multiple queues and work areas
• Maintain understanding of business priorities and requirements and an expert understanding of Oscar's teams and systems
• Make real-time decisions related to rebalancing staffing, adjusting queues and schedules to meet operational targets
• Conduct retrospective analysis of staffing data to optimize and improve outcomes.
• Be the primary point of contact regarding factors that impact staffing and service levels and same-day requests
• Compliance with all applicable laws and regulations
• Other duties as assigned

Benefits

• employee benefits
• participation in Oscar's unlimited vacation program
• annual performance bonuses
• medical, dental, and vision benefits
• 11 paid holidays
• paid sick time
• paid parental leave
• 401(k) plan participation
• life and disability insurance
• paid wellness time and reimbursements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees