Specialist - Workforce Management
About The Position
Oscar is hiring a Workforce Management Specialist to operationalize scheduling and staffing management according to business requirements. The role focuses on maximizing service levels and staffing targets through real-time and intraday monitoring, volume and staffing analyses, and collaboration with leadership. The specialist builds business staffing schedules based on forecasts, updates shift management tools, optimizes schedule design, and redesigns workflows as needed. This is a remote position open to candidates residing in Arizona, Florida, Georgia, or Texas. The role reports to the Workforce Management Program Manager. The base pay range is $23.29–$30.56 per hour. The posting also states that employees accrue vacation monthly at a rate of 15 days per year.
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 an internal customer-facing role.
Nice To Haves
- At least 1 year of experience using workforce management tools such as NICE, InContact, Five9, or Verint.
- At least 1 year of experience in real-time workforce analysis.
Responsibilities
- Develop and improve schedule efficiency by aligning team members, forecast volumes, and arrival patterns to meet service-level commitments and efficiency targets.
- Build and adjust schedules based on stakeholder requirements and employee considerations; validate schedules promptly and accurately.
- Identify and anticipate reasons for service-level or SLA drops, efficiency challenges, opportunities, and trends through real-time monitoring.
- 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.
- Proactively communicate recommendations that improve or provide solutions supporting the business.
- Collaborate with internal stakeholders to flag issues, resolve problems, and design or change schedules, adapting communication to the audience.
- Comply with applicable laws and regulations.
- Perform other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 11 paid holidays
- Paid sick time
- Paid parental leave
- 401(k) plan participation
- Life insurance
- Disability insurance
- Paid wellness time and reimbursements
- Vacation accrual at a rate of 15 days per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
