Specialist-Scheduling

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

Job summary

Sagility invites a Specialist-Scheduling to lead 3–5 WFM Analysts and ensure staffing aligns with service level commitments at our Bengaluru delivery center. The role requires hands-on scheduling using WFM tools and cross-functional collaboration.

You will lead weekly staffing reviews, optimize meetings and trainings, and maintain adherence to SLAs while developing efficient processes for multi-site scheduling in a 24/7 setup.

Qualifications

• 4–6 years of scheduling experience with WFM tools such as Aspect, IEX or Genesys.
• Strong analytical abilities to compare staffing against SLA targets.
• Proven team-management experience with 3–5 analysts.
• Excellent written and verbal communication for concise documentation.
• Proficient in MS Excel and cross-functional coordination.

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 an 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

Communication skills

Analytical skills

Organizational skills

Cross-functional collaboration

Excel proficiency

Education

Any Graduation or Diploma

Tools

Aspect

IEX

Genesys

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.

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

Job title

Specialist-Scheduling

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 an 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