Specialist GLOBAL WFM

Sagility Limited; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Sagility Limited is seeking a Specialist Global WFM to manage daily operations and enhance the member/patient experience throughout various service offerings. The ideal candidate should have a Bachelor's degree and at least 3 years of experience as an RTA.

The role involves monitoring performance, producing reports, and performing data analysis to identify trends. Strong communication and multitasking skills are essential, and familiarity with WFM tools is preferred.

Located in Bengaluru, the position requires managing day-to-day activities efficiently while assisting with ongoing projects.

Qualifications

• Minimum 3 years of relevant experience as an RTA.
• Strong technical documentation skills.
• Experience in WFM systems is an advantage.

Responsibilities

• Manage daily operations and assess staffing needs.
• Monitor intraday performance and consult with the operations team.
• Produce real-time reports and dashboards.
• Assist with metrics to meet SLA goals.
• Analyze data for trends and insights.

Skills

Self-motivated

Multitasking

Problem-solving skills

Analytical skills

Excellent communication

Education

Any Bachelor's Degree

Tools

Avaya CMS

NICE IEX

Cisco

Aspect eWFM

Verint

MS Office

Excel

PowerPoint

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.

Job Title: Specialist Global WFM

Education: Any Bachelor's Degree.

Experience: Minimum 3 years of relevant experience as an 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.
• Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance, including calling for OT/Time off.
• Role is offsite RTA monitoring.
• Produce real time reports (hourly/daily/weekly), exception management.
• Prepares dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
• Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
• Manage offline activities, idle time/report outage, incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
• Assist with creating metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
• 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 participates on special projects.
• Assists with projects and other duties as requested or assigned.

Mandatory Skills

• Highly self‑motivated, multitask‑oriented team member able to self‑manage tasks to completion within structured timeliness and strong technical documentation skills.
• Team player with ability to communicate & interact with external & internal stakeholders.
• Problem‑solving, analytical & logical skills are critical and must have excellent English communication skills.

Preferred Skills

• Knowledge of WFM systems applicable for the account, e.g., Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
• Knowledge of CRM tools such as Avaya, In-Contact and should be well versed with individual/Bulk skilling.
• Excellent communication skills with ability to interact with external & internal stakeholders.
• Experience in MS Office tools, especially Excel and PowerPoint; knowledge in Macros is an added advantage.

Location: BLR, Surya Wave Building, India.