Associate-Real Time Analyst
Job Code : REQ-008607
Quezon City Partially Remote/HybridJob 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.
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Job Description:
- Responsible in monitoring the call center day-to-day workflow to assure quality customer service and meeting Service Level Agreement. (Real-time Management SOP).
- Ensures metrics between client and call center are maintained.
- Monitors Service level on a real time basis and ensures all lines-of-business are able to meet SLA interval-wise and End-of-day.
- Provides timely and appropriate feedback on hitting and missing interval SLA and EOD SLA.
- Monitors real-time volume, forecast variance, agents after call work, abandon rate, handling time, occupancy rate and real-time agent?s activity outside of schedule (unproductive aux).
- On meeting SLA, should be able to do real-time skilling/de-skilling of agents using Avaya CMS Supervisor (hard client) and revert all changes made end-of-day (Skilling/De-skilling SOP).
- Attends appropriate morning Check-in meetings/Daily Check-in calls with client and on-shore workforce management to provide daily attendance turn out.
- Joins vendor chat, (if applicable) acknowledges and provides timely feedback of day-to-day operations.
- Ensures that proper segments are loaded on agent?s schedule on timely manner (e.g. FNL, Unplanned Absence, AVL, Promotion/Transfer, Overtime, Tardiness, under time, etc.).
- Real-time reporting of Health-of-franchise (HOF) of LOB?s.
- Closely monitors interval-wise actual staff vs. staff required; daily attendance turn-out (closely monitors agents? schedule adherence and provides real-time feedback to operations for non-adherence).
- Real time update/analysis, reporting and documentation of floor wide system issues. Both to local distribution list for System Issues (manila.projectedensystemissues)and client vendor management and workforce management.
- Timely update of employee group assignment and ensures that active employee roster is up to date in Aspect database; adding new employees (new hire classes) and removing separated-inactive employees as per the attrition report.
- Assists associates with problematic accounts (local network/Citrix environment)
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