Specialist 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 RTA Specialist role is to monitor and optimize real-time operations in a business environment and also ensuring smooth and efficient operations by analyzing real time data and making decisions based on the findings.

Job title:

Specialist Global WFM

Job Description:

Education: Any Bachelor's Degree.

Experience: Minimum 3 years of relevant experience as a RTA is Must.

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.
  • 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.
  • Role is offsite RTA monitoring.
  • Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.
  • Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
  • Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
  • Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
  • Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
  • 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.
  • Assist with projects and other duties as requested or assigned.

Mandatory Skills:

  • 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 & interact with external & internal stakeholders.
  • Problem solving, analytical & logical skills is critical and must have excellent English communication skills.

Preferred Skills:

  • Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
  • Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.
  • Excellent communication skills with ability to interact with external & internal stakeholders.
  • Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.

Location:

BLR, Surya Wave BuildingIndia

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