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.

Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.

Job title:

Specialist Global WFM

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 explicit 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:

BLR, Surya Wave BuildingIndia

📌 Specialist Global WFM (Bengaluru)
🏢 Sagility
📍 Bengaluru