Analyst II, Workforce Management

Analyst II, Workforce Management

Hi, we're Oscar. We're hiring a Workforce Management Analyst to join our Clinical Operations 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.

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.

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.

The base pay for this role is: $56,880 - $74,655 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses. Full‑time employees are eligible for benefits including medical, dental, vision, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

• 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

• 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.)

• 1+ year(s) experience using WFM tools (NICE, InContact, Five9, Verint, etc.)
• 1+ year(s) experience in real-time workforce analysis
• Experience creating and utilizing IEX/CXOne/in Contact reports

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.

Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

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 () to make the need for an accommodation known.

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Mid‑Senior level

Full‑time

Project Management and Information Technology

Insurance