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 productive operation of business processes by monitoring and analyzing real-time data, and making timely decisions based on that data. Job title: Analyst-RTA

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

📌 Analyst-RTA (Port Blair)
🏢 Sagility
📍 Port Blair