Specialist - Workforce Management

Oscar Health•Tempe, AZ

2d•Remote

About The Position

Oscar is hiring a Workforce Management Specialist to join its Workforce Management Team. Oscar describes itself as a health insurance company built around a technology platform and a focus on serving its members. The Specialist operationalizes scheduling and staffing management according to business requirements. The role uses real-time and intraday monitoring, along with volume and staffing analyses, to help maximize service levels and meet staffing targets. It builds business staffing schedules based on forecasts, works with and updates shift-management tools, and optimizes schedule design and workflows when needed. The position reports to the Workforce Management Program Manager. This is a remote position open to candidates residing in Arizona, Florida, Georgia, or Texas. The base pay is $23.29–$30.56 per hour. Full-time employees are eligible for employee benefits, including medical, dental, and vision benefits; paid holidays and sick time; paid parental leave; 401(k) plan participation; life and disability insurance; and paid wellness time and reimbursements. The role also includes monthly vacation accrual at a rate of 15 days per year. Oscar is an Equal Opportunity Employer and states that applicants are considered based solely on their qualifications, without regard to disability or accommodation needs.

Requirements

At least 2 years of experience with MS Excel or Sheets, including mathematical formulas, pivot tables, conditional formatting, data validation, and nested IF statements.
At least 2 years of experience in Workforce Management, planning or scheduling, or operational leadership.
At least 1 year of experience in a customer-facing role, including internal customers.

Nice To Haves

At least 1 year of experience using WFM tools such as NICE, InContact, Five9, or Verint.
At least 1 year of experience in real-time workforce analysis.

Responsibilities

Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival patterns to achieve service-level commitments and efficiency targets.
Build and adjust schedules in line with stakeholder requirements and employee considerations.
Validate schedules in a timely manner, achieving expected outcomes and ensuring accuracy.
Identify in real time, and anticipate, reasons for target or SLA drops, efficiency challenges, opportunities, and trends.
Monitor and adjust queues and same-day staffing to ensure service levels, efficiency, and staffing needs are met.
Serve as the primary point of contact for internal support teams on intraday requests.
Proactively communicate recommendations that improve or provide solutions in support of the overall business.
Collaborate with internal stakeholders to flag issues, resolve problems, and design or change schedules, adapting communication to the audience.
Comply with all applicable laws and regulations.
Perform other duties as assigned.