Workforce Management Specialist
New
O
Oscar HealthHealth insurance
This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; Texas.Full-TimeJunior
Salary23.29 - 30.56 USD per hour
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Job Details
- Experience
- 2+ years of experience with MS Excel or Sheets; 2+ years of experience in Workforce Management, planning/scheduling, or operational leadership; 1+ years of experience in a customer-facing role. Bonus points: 1+ years of experience using WFM tools; 1+ years of experience in real-time workforce analysis.
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- Have 2+ years of experience with MS Excel or Sheets, including mathematical formulas, pivot tables, conditional formatting, data validation, and nested IF statements.
- Have 2+ years of experience in workforce management, planning/scheduling, or operational leadership.
- Have 1+ year of experience in a customer-facing role, including internal customers.
- Bonus: Have 1+ year of experience using WFM tools such as NICE, InContact, Five9, or Verint.
- Bonus: Have 1+ year of experience in real-time workforce analysis.
Responsibilities
- Develop schedules that align team members with forecast volumes and arrival patterns to meet service-level commitments and efficiency targets.
- Build, adjust, and validate schedules based on stakeholder requirements and employee considerations.
- Monitor real-time performance and anticipate causes of service-level or SLA drops, efficiency challenges, opportunities, and trends.
- Monitor and adjust queues and same-day staffing to meet service-level, efficiency, and staffing needs.
- Serve as the primary point of contact for internal support teams on intraday requests.
- Communicate recommendations for business improvements or solutions.
- Collaborate with internal stakeholders to flag and resolve issues and design or change schedules.
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