[Hiring] Specialist - Workforce Management @Oscar Health

Role Description

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 is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; Texas. #LI-Remote

Pay Transparency: The base pay for this role is: $23.29 - $30.56 an hour. 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.

Qualifications

• 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).

Requirements

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

Benefits

• 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.
• Paid wellness time and reimbursements.