Specialist-Scheduling

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

Job summary

Sagility Limited in Bengaluru is seeking a Specialist-Scheduling to build and optimize staffing plans across multiple sites. The role focuses on maintaining service levels by creating accurate schedules using WFM tools and leading a small team of 3-5 analysts.

You will collaborate with cross-functional teams, monitor forecast vs. actuals, and drive continuous improvements while adhering to quality and attendance standards.

Qualifications

• 4–6 years of scheduling using WFM tools such as Aspect, IEX and Genesys.
• Education: Graduation or Diploma of any field.
• Experience in team management of 3-5 analysts.

Responsibilities

• Manage a team of 3–5 WFM Analysts.
• Develop schedules to meet service level commitments.
• Handle non-productive time requests and plan activities without SLA impact.
• Coordinate multi-site/geo scheduling to meet SLAs.
• Review scheduling change requests and optimize staffing 24/7.
• Lead weekly staffing reviews and identify risks.
• Schedule meetings, training, and other team activities.
• Ensure adherence to standards, policies, and attendance norms.
• Pursue learning opportunities and uphold ethical guidelines.

Skills

Communication skills

Analytical skills

Excel proficiency

Cross-functional teamwork

Education

Graduation or Diploma

Tools

Aspect

IEX

Genesys

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.

Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.

Job title: Specialist-Scheduling Job Description: Education: Any Graduation or Diploma Experience: 4 - 6 years of experience in scheduling using WFM tools Such as Aspect, IEX, Genesys.

Roles & Responsibilities:

• Team Management – Manage team size of 3 - 5 WFM Analyst.
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Manage non-productive time request process, ensure activities are planned without impacting SLAs.
• Multi-site/Geo scheduling and achieve Service Level commitments.
• Review and process scheduling change requests.
• Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7.
• Lead weekly staffing review meetings detailing the previous week’s performance, the forecasted performance of the current and future weeks while also identifying any risks.
• Schedule and optimize team meetings, one on ones, training, and various other activities.
• Understand the basic professional standards and established procedures, policies before acting and making decisions.
• Adhere to the SLA and achieve Service Level commitments.
• Presents appropriate information in a clear and concise manner, both orally and in writing.
• Understanding and adhering to quality standards.
• Acquiring knowledge & skills of related areas of the process.
• Assumes responsibility for work activities and coordinating efforts.
• Clearly sets a goal and works towards achieving it
• Identify simple problems /issues and tries to improve this based on basic knowledge of the issue.
• Identifies problem and escalates it accordingly.
• Adhere to attendance and punctuality norms.
• Pursues learning opportunities and ongoing development.
• Understands and follows ethical guidelines at one’s work place.
• Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.

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