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:
Education: Any Bachelor's Degree
Experience: 4 - 5 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:
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members.