Assistant Manager-Scheduling

Sagility; Port Blair; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Sagility is seeking an Assistant Manager-Scheduling to formulate forecasting models and translate demand into workforce supply for call center operations. You will lead data-driven insights, dashboards, and KPI reporting, while partnering with HR, Finance and Operations to align staffing with business goals.

The role requires 7-8 years in workforce analytics or management within large global contact centers, and a background in driving cost efficiency and revenue impact.

Qualifications

• Must analyze trends and forecasts to guide workforce decisions.
• Must develop actionable metrics and dashboards for forecasting.
• Experience presenting data-driven insights to stakeholders.
• Strong collaboration with HR, Finance and Operations teams.

Responsibilities

• Serve as SME on trends and insights affecting workforce planning and operational effectiveness.
• Develop proactive metrics driving forecasting capabilities and strategic insights.
• Perform statistical analyses and forecasting techniques to reveal critical trends.
• Design reports, scorecards, dashboards and ad hoc analyses for workforce KPIs.
• Present data trends and implications clearly to stakeholders for informed decisions.
• Manage relationships with HR Business partners, Finance and Operations as a trusted partner.
• Identify causes, costs, and potential interventions through leadership collaboration.
• Lead and mentor multiple teams led by Assistant Managers or Deputy Managers.
• Coach and mentor planners and schedulers within your span of control.
• Think strategically to find development areas that improve revenue and control costs.

Skills

Communication

Analytics

Cross-functional collaboration

Excel

Education

Graduation/Diploma

Job description

Job Description:

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 Workforce Planner will be responsible to assist in the building of a forecasting and workforce model that will build a competency around forecasting demand and translating that demand into necessary workforce supply for long / medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. She/he will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development and interpretation of workforce reports and dashboards including identifying key trends, opportunities, and problem areas.

Job title:

Assistant Manager-Scheduling

Job Description:

Education:

Any Graduation or Diploma

Experience:

7-8 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.

Roles & Responsibilities:

• Serve as a subject matter expert on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.

• Develop actionable, proactive metrics that drive forecasting capabilities and strategic insights.

• Perform statistical analyses and forecasting techniques and glean critical insights and trends.

• Design reports, scorecards, dashboards and ad hoc analysis that deliver workforce insights and KPIs.

• Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.

• Effectively manage internal & external relationships with HR Business partners, as well as Finance and Operations management and act as a credible and consultative partner who understands both business objectives and HR strategies.

• Highlight key organization trends and collaborate with leadership and business partners to identify causes, costs and potential interventions/solutions.

• Lead and mentor multiple teams lead by one or more Assistant Managers or Deputy Managers.

• Effectively coach and mentor the team of planners and schedulers within your span.

• Strategic Thinker who constantly looks for areas of development to improve revenue, reduce cost and strongly influence the account P&L.

• Ability to work closely with finance team by providing timely and accurate information for financial forecasting and budget creation.

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