Resource Planning Analyst – Real Time at Sagility

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Traffic Monitoring, Capacity Planning, Call Volume Reporting, Call Center Trends Analysis, Staff Productivity Analysis, Resource Allocation, WFM Tools, Call Routing, Excel, SQL Queries, Pivot Tables, Capacity Utilization, Load Balancing, Service Level Optimization, Operational Focus, Professionalism

Industry

Operations Consulting

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. "As a Real Time Analyst you would be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. You would use your analytical skill and utilize call volume reports to coordinate and complete real time capacity planning within the contact/call center. This role analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation. This is an exciting opportunity for someone who enjoys the analytical aspects of finding the trend in the numbers puzzle and being a part of the solution. You would be an integral part in identifying areas for improvements to workforce productivity and modifications to programs." Job title: Resource Planning Analyst – Real Time Job Description: Education : • High school Diploma or GED; bachelor’s degree preferred. Experience: • 3+ years’ experience in a contact center environment handling Workforce Management function such as monitoring or reporting on call trends, call metrics, or KPIs. Mandatory Skills: • Knowledge of WFM tools and basic call routing strongly preferred (such as Verint, IEX, Aspect, Genesys) Preferred Skills: • Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel (ability to run advanced formulas, write SQL queries, and create pivot tables preferred) • Knowledge of Healthcare/PBM industry/Managed care industry preferred. Roles & responsibilities : • Provides recommendations regarding capacity utilization and effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity. • Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels. • Interface with operations and WFM leadership regarding factors impacting performance. • Displays high level of operational focus, professionalism, and engagement. • Displays a positive team relationship by being supportive, visible, and easily accessible. • Collaborates with matrix partners to ensure objectives and standards are met. • Communicates in a clear and concise manner that is appropriate with the intended audience. • Has awareness of and sets an example of compliance with all corporate policies and completion of trainings. • Supports diversity by building an inclusive environment and valuing different perspectives. Location: Quezon City, Bridgetowne GBF TowerPhilippines 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. Already keen? Discover your next role with Sagility, a great place to work.

Responsibilities

The analyst is responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability, utilizing analytical skills and call volume reports for real-time capacity planning within the contact center. This role involves analyzing call center trends, productivity, and resource allocation to identify areas for improvement in workforce productivity and program modifications.