Senior Analyst-RTA

Sagility; Port Blair; On-site; INR 600,000 - 900,000; Full time

Job summary

Sagility in India is seeking a Senior Analyst-RTA to monitor real-time operations, analyze intraday data, and make timely scheduling decisions to meet service goals.

The role requires 2 years of experience as an RTA, strong English communication, and hands-on knowledge of workforce management concepts and tools. Location is Bangalore (BLR).

You'll collaborate with operations and client teams, drive weekly planning, and support contingency events to maintain performance and service levels.

Qualifications

• Must have 2+ years of relevant RTA experience.
• Strong English communication and analytical skills.
• Experience with WFM tools and intraday planning.

Responsibilities

• Manage daily operation by assessing staffing, volume, AHT and adjust intraday schedule.
• Engage with client and monitor intraday performance to meet SLAs.
• Lead week-ahead planning and communicate actions.
• On/off board crew members and provide insights to improve real-time performance.
• Coordinate downtime/outages affecting volumes for forecasting with global ops.

Skills

Self-motivation

Multi-tasking

Team player

English communication

Problem solving

Analytical skills

WFM systems

Avaya CMS

NICE IEX

Cisco

Aspect eWFM

Verint

Workforce Management

Education

Any Graduate or Diploma

Tools

Avaya CMS

NICE IEX

Cisco

Aspect eWFM

Verint

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 purpose of Real Time Analyst job is to ensure the smooth and efficient operation of business processes by monitoring and analyzing real-time data, and making timely decisions based on that data.

Job title:

Senior Analyst-RTA

Job Description:

Education: Any Graduate or Diploma

Experience: Minimum 2 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.

• 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:

• 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.

• Problem solving and analytical skills is critical and must have excellent English communication skills.

Preferred Skills:

• Knowledge in WFM systems applicable for the account.

• Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.

• Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.

Location:

BLR, Surya Wave BuildingIndia

Requirements: