Officer-Planning

Sagility Limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Sagility Limited in Bengaluru is seeking an Officer-Planning to drive forecasting and capacity planning for one or more accounts. You will forecast processing time, attrition, and other metrics using standard capacity planning tools.

You will develop 13–52 week forecasts, manage 52-week capacity, staffing plans, and ensure schedules meet demand while hitting KPI targets. Collaboration with recruiting and operations supports continuous improvement.

Qualifications

• Bachelor's degree required with 3–4 years in workforce analytics and planning.
• Experience with forecasting and multi-variant statistical techniques.
• Experience with labor modelling and productivity metrics.
• Strong knowledge of forecasting, capacity planning, and scheduling processes.

Responsibilities

• Analyze trends and insights for workforce planning and operational effectiveness.
• Perform statistical analyses and forecasting for capacity plans.
• Develop forecasts (13+ weeks through 52-week projections) of key metrics.
• Update forecast and long-term capacity planning to meet KPI targets.
• Collect, review, and correct data for short-, medium-, and long-term forecasting.
• Manage 52-week capacity, staffing, and resource plans.
• Communicate guidelines for WFM Schedulers to match demand with constraints.
• Coordinate with recruiting and operations on timing and quantity of new hires.
• Report planning information to management and dashboards for insights.
• Present data trends to stakeholders and show implications for the business.
• Coach and mentor a team of planners and schedulers.

Skills

WFM fundamentals

Excel skills

Quantitative analysis

Presentation skills

Communication skills

Education

Bachelor's Degree

Tools

Capacity planning tools

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 individual should understand the basis of forecasting and is responsible to deliver a capacity plan based on the forecast. As a part of the process, he/she is responsible for forecasting processing time, shrinkage, attrition, and/or other required metrics and input for the capacity management process by use of standard capacity planning tools and analysis. Translating that demand into necessary workforce supply for the 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. He/she 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, problem areas, and functional supervision of the Scheduling process for one or more accounts. He/she will be responsible for the capacity, staffing, and resource management of one or more accounts and is providing guidelines and directions for the WFM Scheduler in creating the schedule and reviewing the output of the scheduling process before being transferred to GWFM Real-Time Management team. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.

Job title: Officer-Planning

Job Description: Education : Any Bachelor's Degree. Experience : 3-4 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center. Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc. Experience with labor modelling (e.g., productivity modelling, task timing and task variance impacts).

Roles & Responsibilities

• Serve as an Analyst on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.
• Perform statistical analyses and forecasting techniques and glean critical insights and trends.
• Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition, and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.
• Establishing and updating the forecast, long-term capacity planning (+13 weeks), and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met.
• Collecting, reviewing, and correcting data that can be used for regarding short-, medium- and long term forecasting of required metrics and inputs
• Administers the 52-week capacity, staffing, and resource plans to manage up and downscaling of labor and resources.
• Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately cover demand forecast, while accounting for known constraints, planned events/holidays & business objectives.
• Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.
• Reporting the planning information to Operational Management and WFM Intraday Management Design reports, scorecards, dashboards, and ad hoc analyses 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 coach and mentor the team of planners and schedulers within your span.

Preferred Skills

• Solid understanding of WFM fundamentals.
• Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools.
• Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends, and data.
• Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends.

Location: BLR, Surya Wave BuildingIndia

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. Already keen? Discover your next role with Sagility, a great place to work.