Specialist - Workforce Management

Location: Fully remote for 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 a home office, with occasional travel for team meetings and company events.

Base pay: $25.88–$33.96 per hour in California, Connecticut, New Jersey, New York, and Washington; $23.29–$30.56 per hour in all other locations.

Company

Oscar is a health insurance company built around a full-stack technology platform and focused on serving its members.

What you will do

• Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival patterns with service-level commitments and efficiency targets.
• Build, adjust, and validate schedules according to stakeholder requirements and employee considerations.
• Monitor queues and same-day staffing in real time, anticipate service-level and efficiency issues, and identify trends and improvement opportunities.
• Serve as the primary point of contact for internal support teams on intraday requests.
• Communicate recommendations, collaborate with stakeholders, resolve problems, and design or change schedules.
• Comply with applicable laws and regulations and perform other assigned duties.

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 and scheduling, or operational leadership.
• At least 1 year of experience in a customer-facing role, including internal customers.

Nice to have

• 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.

Culture & Benefits

• Fully remote work from an eligible U.S. location with occasional travel for team meetings and company events.
• Full-time employees receive medical, dental, and vision benefits.
• Benefits include 11 paid holidays, paid sick time, paid parental leave, a 401(k) plan, life and disability insurance, and paid wellness time and reimbursements.
• Vacation accrues at 15 days per year.
• Equal-opportunity environment focused on belonging, inclusion, and support.