Workforce Management Program Lead – Data-Driven Process Optimizer

Namely; New York (NY); Hybrid; USD 75,348 - 98,894; Full time

Benefits offered by this job

Unlimited vacation

Annual performance bonuses

Medical, dental, and vision benefits

11 paid holidays

401(k) plan participation

Life and disability insurance

Wellness time and reimbursements

Job summary

Oscar is seeking a Workforce Management Program Lead to optimize program tools and drive lean, scalable processes. You will report to the Associate Director, Workforce Management, and work from our New York City office on a hybrid schedule.

The role requires experience in WFM, contact-center systems, data analytics, and presenting to senior leadership. Strong Excel/Sheets skills are essential, with bonus points for Lean Six Sigma and SQL knowledge.

Qualifications

• 1+ years of professional experience in Workforce Management.
• Experience using data and metrics to drive improvements.
• 1+ years of experience in developing and presenting information to Senior Leadership.

Responsibilities

• Identify risks with leadership support and resolve issues to inform insights for technology-enabled processes.
• Coordinate projects to meet milestones and service levels.
• Strategize with leadership to lower costs or improve outcomes.
• Collaborate with cross-functional teams to align action plans with continuous improvement goals.
• Analyze data to identify trends, root causes, and countermeasures.
• Provide recommendations to ensure financial discipline and quality.
• Assist in process improvement initiatives and lean shifts to boost efficiency.
• Ensure compliance with applicable laws and regulations.
• Perform other duties as assigned.

Skills

Data-driven decisions

Process improvement

Senior leadership communication

Tools

NICE IEX

InContact

Excel

Sheets

Job description

Oscar is seeking a Workforce Management Program Lead to optimize program tools and drive lean, scalable processes. You will report to the Associate Director, Workforce Management, and work from our New York City office on a hybrid schedule.

The role requires experience in WFM, contact-center systems, data analytics, and presenting to senior leadership. Strong Excel/Sheets skills are essential, with bonus points for Lean Six Sigma and SQL knowledge.