Hi, we're Oscar. We're hiring a Workforce Operations Manager to join our Production Center of Excellence 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 Manager, Workforce Management (WFM) is responsible for key business results through their oversight of production planning. The Manager plays a critical role to optimize scheduling and ensure production teams have the correct resources to meet the needs of our customers.
You will report into the Associate Director, Production Control.
This is a hybrid role in our Tempe, Arizona office. You will work part of the time in the office and part of the time remote / work-from-home. #LI-Hybrid
The base pay for this role is: $84,240- $110,565 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.
Responsibilities
- Provides full leadership and supervisory responsibility for Oscar's workforce command center operations including engagement, performance management, and hiringResponsible 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
- Applies disciplinary expertise and operational rigor to provide strategic recommendations regarding changes to improve performance and the customer experience
- Understand and communicate how this impacts business targets
- Serves as the resident expert on Oscar's workforce management tools and capabilities
- Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness
- Compliance with all applicable laws and regulations
- Other duties as assigned
Qualifications
- 4+ years of experience in forecasting, capacity planning, and real-time workforce management (100+ employee population)
- 2+ years of experience leading or supporting a team within a production environment
- 1+ year experience facilitating or presenting in company meetings
- 1+ year experience scoping and delivering projects
Bonus Points
- Contact center, distribution center, or manufacturing experience
- Proficient with phone system reporting and WFM systems (Five9, Clearview, Verint, Nice, IEX, Cisco) as well as Google Workspace
- Experience leading a virtual team