Analyst II, Workforce Management

Oscar Insurance Company•Atlanta, GA

46d•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: Atlanta, Georgia. 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

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