Analyst Global WFM

2 days ago

Bengaluru, Karnataka, India Sagility Full time ₹ 5,00,000 - ₹ 15,00,000 per year
About Sagility

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.

The purpose of Real Time Analyst job is to ensure the smooth and efficient operation of business processes by monitoring and analyzing real-time data, and making timely decisions based on that data.

Job title:

Analyst Global WFM

Job Description:

Education: Any Graduation

Experience: Minimum 1 Years of experience.

Roles & Responsibilities:

  • Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
  • Role is offsite RTA monitoring.
  • Manages engagement with client.
  • Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
  • Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.
  • Facilitates on and off boarding of crew members.
  • Performs analysis of data to surface trends and insights using analytical methods.
  • Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.
  • Initiates, develops and implements improvements to workflows and processes and participate on special projects.
  • Coordinates all service impacting application & telephony downtime / outages affecting volumes for forecasting scrubbing with global operations.

Mandatory Skills:

  • Problem solving and analytical skills is critical.
  • Must have excellent English communication skills in both Verbal and Written.
  • Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.
  • Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
  • Must be a team player within the ability to communicate to a wide range of individuals including Operations Team.

Preferred Skills:

  • Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is MUST.

Location:

BLR, Surya Wave BuildingIndia

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