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Oscar Health · 2 hours ago

WFM Specialist

United States

Full-time

Remote

Entry, Mid Level

$21.46/hr - $28.17/hr

2+ years exp

Oscar is a health insurance company focused on serving its members through a full stack technology platform. The WFM Specialist will be responsible for operationalizing scheduling and management of staffing according to business requirements, maximizing service levels and staffing targets through real-time monitoring and analyses.

Health CareHealth InsuranceInsuranceInsurTech

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

Qualification

Workforce ManagementMS ExcelWFM toolsReal-time analysisCustomer-facing experience

Required

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)