Real Time Analyst
Job Code : REQ-010331
Muntinlupa City Fully OnsiteJob 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.
Job title:
Job Description:
This role involves monitoring all call queues and taking necessary actions on rosters to meet target metrics. It includes real-time monitoring of agent activities to ensure schedule adherence and up-to-date activity entries in WFM and client system tools. The role provides timely insights for optimal resource utilization, balancing operational demands with workforce alignment. Working closely with different team members to address immediate staffing needs and communicate real-time updates to stakeholders.
Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.
Physical demands: This also requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.
Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.
- Act as a point of contact for escalations and urgent operational matters, including during contingency events such as weather events and system outages.
- Generate reports and insights on real-time performance trends.
- Identify opportunities for process improvements, efficiency enhancements, and participate in special projects, performing other related tasks as necessary from time to time.
- Maintain accurate records of real-time data and actions taken, ensuring a high standard of output while completing tasks within reasonable timeframes.
- Make immediate adjustments to staffing levels, schedules, and resources to meet service goals.
- Monitor and analyze real-time service level performance, call volumes, and agent activities.
- Provide timely updates to management on performance metrics and issues.
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