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 setting 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 contingenc

📌 Specialist Global WFM (Bengaluru)
🏢 Sagility
📍 Bengaluru