Specialist - Workforce Management
你好，我们是奥斯卡。我们正在聘请一名职业管理专家加入我们的劳动力管理团队。奥斯卡是第一家围绕一个完整的技术平台和不地关注服务成员建立的医疗保险公司。我们在2012年开始创建了奥斯卡，以创造一种我们想要为自己做的事情的人类健康保险公司像家庭中的医生一样。关于角色：劳动力经理专家根据要求运营人员安排和管理。通过实时和内天监测以及领导能力来最大化服务水平和员工目标，采取行动。建立业务人员安排，预测，与工作和更新轮班管理工具，负责调度设计优化和工作流程重新设计。你将在必要时报告到劳动力管理计划经理。工作地点：本职位是完全远离的，并为居住在美国的候选人开放，不包括阿拉斯加；德拉华州；夏威夷；路易那州；蒙大拿；北达科他；俄克拉荷马州；西弗吉尼亚州；怀奥明州；美国领土。日常工作从家办公室完成，偶尔需要前往团队会议和公司活动。#LI-Remote Pay Transparency: 美国加利福尼亚州，康涅狄格州，新泽西州，纽约州和华盛顿州的基本工资为：每小时25.88美元至3.96美元。其他所有地方的基本工酬是：每小時23.29美元到30.56美元。你还有资格获得员工福利，每年15天的月度假收益率。责任：·通过调整团队成员，预测量和抵达模式来提高日程效率，以实现服务水平承诺和效率目标。·根据利益相关者需求和员工考虑制定和调整时间表。及时验证，实现预期结果并确保准确性。·实时识别并预测目标或 SLA 下降的原因，效率挑战，机会和趋势。监控/调整队列和同一天的人员工作以确保服务水平，效率和人力需求得到满足。·作为内部支持团队在内日请求上的首要接触点。·积极传达提供改善和/或解决方案的建议，支持整个业务利益相关者。·与内部利益相关方合作，标志出业务总体好处。
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Hi, we're Oscar. We're hiring a Specialist, Workforce Management 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:
The Workforce Management Specialist operationalizes scheduling and management of staffing according to requirements. Act upon opportunities to maximize service level and staffing targets through real time and intraday monitoring as well as volume and staffing analyses with leadership. Builds 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 Workforce Management Program Manager.
Work Location: This position is fully remote and open to candidates residing in the U.S., excluding Alaska; Delaware; Hawaii; Louisiana; Montana; North Dakota; Oklahoma; West Virginia; Wyoming; and U.S. Territories. Daily work is completed from your home office, with occasional travel required for team meetings and company events. #LI-Remote
Pay Transparency: The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $25.88 - $33.96 per hour. The base pay for this role in all other locations is: $23.29 - $30.56 per hour per. 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. Validate in a timely manner, achieving expected outcomes and ensuring accuracy.
- 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
This is an authentic Oscar Health job opportunity.
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.
Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.
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.
California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.