Specialist - Workforce Management

Oscar Health; United States; Remote; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

11 paid holidays

Paid sick time

Parental leave

401(k) plan

Life and disability insurance

Paid wellness time

Job summary

Oscar Health is hiring a Workforce Management Specialist to operationalize scheduling and staffing, maximize service levels, and monitor real-time and intraday performance. You will forecast workloads, design shift patterns, and optimize tooling for efficient operations. You will report to the Workforce Management Program Manager and work fully remotely within the U.S.

with occasional travel. The role emphasizes collaboration with stakeholders, intraday decision making, and adherence to

Qualifications

• 2+ years of experience with MS Excel or Sheets (including formulas, pivot tables, etc.).
• 2+ years in Workforce Management, planning/scheduling, or operational leadership.
• 1+ years in a customer-facing role.

Responsibilities

• Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival patterns to achieve service level commitments.
• Build and adjust schedules in line with stakeholder requirements and employee considerations, validating outcomes timely.
• Identify reasons for SLA drops and efficiency challenges; monitor queues and staffing to meet service levels.
• Serve as the primary contact for internal support teams on intraday requests.
• Proactively communicate recommendations that improve business outcomes.
• Collaborate with stakeholders to flag issues, resolve problems, and redesign schedules as needed.
• Ensure compliance with all applicable laws and regulations.

Skills

Excel/Sheets

Workforce Management

Customer-facing

Tools

NICE

InContact

Five9

Verint

Job description

Hi, we’re Oscar. We’re hiring a Specialist, Workforce Management to join our Workforce Management 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 Workforce Management Specialist operationalizes scheduling and management of staffing according to requirements. Act upon opportunities to maximize service level and staffing targets through real time and intraday monitoring as well as volume and staffing analyses with leadership. Builds business staffing schedules to forecast, work with and update shift management tooling, responsible for schedule design optimization and workflow process redesign when needed.

You will report into the Workforce Management Program Manager.

Work Location

This position is fully remote and open to candidates residing in the U.S., excluding Alaska; Delaware; Hawaii; Louisiana; Montana; North Dakota; Oklahoma; West Virginia; Wyoming; and U.S. Territories. Daily work is completed from your home office, with occasional travel required for team meetings and company events.

Pay Transparency

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $25.88 - $33.96 per hour. The base pay for this role in all other locations is: $23.29 - $30.56 per hour per.

You are also eligible for employee benefits, monthly vacation accrual at a rate of 15 days per year.

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 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/adjust queues and same-day staffing to ensure service levels, efficiency, and staffing needs are met.
• Serve as the primary point of contact for the internal support teams on intraday requests.
• Proactively communicate recommendations that provide improvements and/or solutions that support the overall good of the business.
• Collaborate with internal stakeholders to flag issues, resolve problems, and design/change schedules; able to adjust communication to the audience.
• Compliance with all applicable laws and regulations.
• Other duties as assigned.

Requirements

• 2+ years of experience with MS Excel or Sheets (including mathematical formulas, pivot tables, conditional formatting, data validation, nested IF statements, etc.).
• 2+ years of experience in Workforce Management, planning/scheduling, or operational leadership.
• 1+ years of experience in a "customer-facing" role (even if the "customer" is internal).

Bonus Points

• 1+ years of experience using WFM tools (NICE, InContact, Five9, Verint, etc.)
• 1+ years of experience in real-time workforce analysis

This is an authentic Oscar Health job opportunity.

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.

Pay Transparency

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

Artificial Intelligence (AI)

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

Reasonable Accommodation

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 ([e-mail]) to make the need for an accommodation known.

California Residents:

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