Careers At Sagility

Specialist GLOBAL WFM

Job Code : REQ-009585
Bangalore Partially Remote/Hybrid
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Job Description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.

Job title:

Specialist GLOBAL WFM

Job Description:

Education: Any Graduation or Diploma

Experience: 4 - 6 years of experience in scheduling using WFM tools Such as Aspect, IEX, Genesys.

Roles & Responsibilities:

  • Team Management – Manage team size of 3 - 5 WFM Analyst.

  • Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.

  • Manage non-productive time request process, ensure activities are planned without impacting SLAs.

  • Multi-site/Geo scheduling and achieve Service Level commitments.

  • Review and process scheduling change requests.

  • Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7.

  • Lead weekly staffing review meetings detailing the previous week’s performance, the forecasted performance of the current and future weeks while also identifying any risks.

  • Schedule and optimize team meetings, one on ones, training, and various other activities.

  • Understand the basic professional standards and established procedures, policies before acting and making decisions.

  • Adhere to the SLA and achieve Service Level commitments.

  • Presents appropriate information in a clear and concise manner, both orally and in writing.

  • Understanding and adhering to quality standards.

  • Acquiring knowledge & skills of related areas of the process.

  • Assumes responsibility for work activities and coordinating efforts.

  • Clearly sets a goal and works towards achieving it an Identify simple problems /issues and tries to improve this based on basic knowledge of the issue.

  • Identifies problem and escalates it accordingly.

  • Adhere to attendance and punctuality norms.

  • Pursues learning opportunities and ongoing development.

  • Understands and follows ethical guidelines at one’s work place.

  • Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.

Skills:

  • Excellent communication skills, including ability to write concise technical docs and present ideas.

  • Excellent Analytical and Organizational skills.

  • Ability to work with cross functional teams.

  • Above average knowledge of Microsoft Excel.

Location:

BLR, Ground floor, First floor and Third floor in Surya wave BuildingIndia
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