Careers At Sagility


Job Code : 20221712_1

Job Description

About HGS Healthcare 

HGS Healthcare, formerly a part of Hinduja Global Solutions - a global leader in business process management, specializes in augmenting healthcare teams to deliver better patient, member, business, and financial outcomes. Factoring the needs of health plans and providers, we interact with members and patients to deliver evidenced-based, timely, preventative, personalized, cost-effective, and whole-person care that improves health, value, and quality of life. 

We help our clients help others by assuming responsibility for non-core activities, such as claims processing, clinical appeals, member administration, customer service, provider management, data management and analytics, collections, compliance and adherence, and back-office administration.  

Job Title 

Manager ? Global Presales Support 

About the Department  


Job Role 

The pre-sales manager will provide support for sales activities and bid teams, working with the operations, finance, writing proposals, solutions overviews, and value propositions, translating these into offerings for delivery by the clients? teams and then presenting them to the clients. 

Reporting to 

Senior Manager/AGM 



  • Supervise work of a team of analysts to ensure effective, high-quality, staffing plans, reporting and insights are delivered across the organization to business finance under the direction of and in conjunction with the Senior Manager/AGM. 

  • Operationalize initiatives and optimize the day-to-day activities of the team through Automation Opportunity 

  • Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites. 

  • Create optimal capacity plan for the new business by effectively managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness. 

  • Manage day-to-day basis, in case of unexpected arises in workflow, processes or team absenteeism. 

  • Define & develop tools & solutions for delivery of WFM Disciplines - Forecasting, Capacity Planning, Scheduling. 

  • Sound understanding of the various contact centre / BPO metrics and their correlation with each other. 

  • Communicates effectively with senior management and leaders across the organization to determine priorities and direction. 

  • Ensure compliance to all guidelines and ensure optimal utilization of all resources. 


  • Bachelor?s degree or higher 

  • 9-11 years of experience in reporting, data analysis and project/client management 

  • 5 years working in customer-facing multi-channel global operational environment 

  • Experience with rapid change, emerging markets, and seasonality as they relate to reporting-including rapid report development. 

  • Focus on putting viewer and experience first, steadfast focus on delighting customers, improving processes and a strong bias for action 

  • Strong working knowledge of Excel, Power BI, SQL and database concepts. 

  • Minimum 5 years of experience as TL WFM or 

  • Minimum 3 years of experience as DM WFM 

Additional Qualifications 


  • Must have experience in building RFP, Revenue Projections and Capacity Plans 

  • Thorough understanding of different billing models and impact of WFM for each 

  • Excellent theoretical and practical understanding of resource planning methodologies and call centre and back-office dynamics 

  • WFM Tool Knowledge ? Aspect eWFM or Nice IEX or Impact 360 

  • Experience on Workforce Strategy and Planning including Demand and Supply Forecasting for Resource and Cost Optimization 

  • Should have working experience in Seat Management 

  • Must have strong knowledge of workforce management software, in addition to excellent excel and resource plan modelling skills 

  • Preparing of schedules using Erlang for different queues across multiple locations 

  • Manpower Planning for optimal utilization of resources 

  • Analyse forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing 

  • Proficient verbal, written communication and influencing skills 

  • Assist finance departments and prepare plans for all demands for various departments. 

  • Work closely with the Operations Director, Manager and Supervisors 

  • Must have experience to handle Capacity Planner and Scheduling team 

  • Must have excellent excel skills ? preferable advance Excel with VBA coding knowledge 

  • Propounding scheduling templates, Automation of daily deliverables using VBA for MS Excel, work patterns, business rules, and break / offline activities management to improve the accuracy of scheduling and achievement of organization goals 

  • Creation of Capacity Plans based on the 18- or 36-months outlook and FTE required. Highlight risks to operations pertaining to future SL outlook. 

  • Coordinate with various departments and perform all capacity planning activities in facility 

  • Ensure compliance to all guidelines and ensure optimal utilization of all resources. 



Global Partner/Clients Requirements: 

  • Excellent Communication with Negotiating and Convincing skills 

  • Takes full responsibility for own as well as team members actions. 

  • Drives the HGS vision of being the "globally preferred business process transformation partner for our clients" through words and actions 

  • Delegates and empower effectively to free oneself from operational matters and work on strategic initiatives. 

  • Communicates the organizational and functional imperatives with clarity and passion 

  • Create detailed SOPs, ensure timely review/revision & ensure adherence to these SOPs 


Should have Mathematics / Statistics background 

  • Through knowledge of advanced MS excel is a must 

  • Knowledge of call centre technology metrics processes and practices 

  • Must understand the Workforce management cycle and concepts 

  • Basic exposure/understanding to tools like CMS/Nortel/Aspect will be an added advantage 

  • Exposure to WFM software like IEX, Verint impact (Blue pumpkin), eWFM will be an added advantage 

  • Willing to work night shifts 


Our promise  

  • Continuous professional development  

  • Diverse and inclusive work culture  

  • Be empowered to make a difference 

  • We focus on people on a break 

  • Be recognised and rewarded 


HGS divests its Healthcare Services business 

Recently Hinduja Global Solutions Limited (HGS) has entered into definitive agreements to divest its Healthcare Services business to funds affiliated with Baring Private Equity Asia (BPEA), one of the largest private alternative investment firms in Asia.  

The Healthcare Services business has steadily grown over the years and reached a stage where divesting would enhance even greater value for all HGS stakeholders.  

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