Senior Manager-Planning

Sagility Limited; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Sagility Limited is seeking a Senior Manager-Planning in Bengaluru, India. The ideal candidate has over 10 years of experience in Contact Centre operations and must demonstrate strong analytical capabilities and proficiency in planning various communication channels. The role involves managing headcount projections and collaborating with leadership to optimize workforce strategies.

The candidate should possess a Bachelor's degree, be fluent in English, and have advanced skills in MS Office. Previous experience with vendor management is preferred.

Qualifications

• 8+ years overall experience with 10+ years in Contact Centre.
• Experience using Contact Centre tools, metrics, models, and reporting.
• Ability to analyze and report on critical workforce metrics.

Responsibilities

• Build and maintain operational capacity plan.
• Manage headcount forecasting process.
• Prepare monthly reports summarizing the headcount forecast.
• Collaborate with stakeholders to meet organizational goals.

Skills

Good command of English (written and spoken)

Planning for Calls/e-mails/social media

Partnering at multiple organizational levels

External vendor management

Education

Any Bachelor’s degree or higher

Tools

MS Office (Excel & PowerPoint)

Job description

Overview

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.

Job Title

Senior Manager-Planning

Education

Any Bachelor’s degree or higher

Experience

Ideal candidate would be 8+ years overall experience with 10+ years of experience in Contact Centre utilizing Contact Centre tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and program groups.

Roles & Responsibilities

• Build and maintain operational functions capacity plan.
• Headcount reconciliation – coordinate the global use of the headcount forecasting system with a focus on data accuracy and key stakeholder understanding.
• Act as a point of contact for FTE financial submission (quarterly review on Cost).
• Manage capacity plan reviews with Ops leads.
• Manage project requirements within the capacity plans.
• Adhoc sizing activities for new business.
• Manage the headcount forecasting process with consideration of known business events and strategies.
• Serve as the primary liaison with external vendors supporting the headcount forecasting process for the purposes of monitoring system performance and continuously improving process outcomes.
• Prepare monthly reports summarizing the headcount forecast at the corporate and business group levels.
• Present and discuss reports with leadership, including analysis and commentary on key trends and observations.
• Partner across key stakeholders to ensure that process design, planning and delivery achieves organizational goals assessed by metrics including financial, time‑based, and population targets.
• Work with a continuous improvement mindset to identify opportunities to improve and simplify processes and programs to deliver enhanced outcomes, reductions in re‑work and alignment to resourcing capacity.
• Anticipate and resolve issues and barriers; manage appropriate escalation as needed to ensure assigned objectives are completed on time and within agreed parameters.
• Act as a Project Manager or leader for change initiatives including process, system or vendor reviews and implementation.
• Implement workforce planning based on predictive and analytical methods to ensure the availability of the right workforce as a strategic differentiator.
• Analyze and report on critical workforce metrics to enable leadership decision support.
• Own and manage end‑to‑end resource planning for all geographies based on programs.

Mandatory Skills

• Good command of English both written and spoken.
• Experience in planning for Calls/e-mails/social media etc.
• Demonstrated experience partnering at multiple organizational levels and across remote teams.
• Experience with external vendor management is preferred.

Preferred Skills

• Strong skills of MS Office (specialized MS Excel & PowerPoint).

Location

BLR, Surya Wave Building, India