WFM Associate Manager - MIS

at  Sagility

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.
The role involves a variety of assignments, including the analysis of WFM KPIs and datasets to gather business intelligence, insights, and/or the maintenance and creation of reports, tools, and data collections. The position also entails performing technically based activities, contributing or managing projects, utilizing analytical abilities to solve problems and make recommendations.
The purpose of the position is to develop and process data and analysis for the WFM department (meeting internal quality standards) to support the department and employees in gaining insights, achieving KPIs, and meeting reporting requirements internally. It also involves managing and distributing knowledge and skill content within WFM to secure knowledge levels and the continued development of knowledge and skills among WFM members. Additionally, it includes identifying knowledge and skill development opportunities (via skill verification and process audits) and ensuring continuous development to avoid skill or knowledge gaps within WFM operations and program management, as much as possible.

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.: None
With Moderate Competency Level in ff.: Communication Skills (Spoken and Written), People Management/Team Orientation, Process Improvement, Performance Management, Problem Solving, Stakeholder Management, Driving Initiatives, Decision Making, Financial Acumen and People Development

OTHER REQUIREMENTS:

Reports to: WFM Manager - MIS
Education and/or Experience: Preferably holds a minimum of 2 years of college education or a related degree is preferred.
Certificates, Licenses, Registrations: Not Applicable
Work environment: The work environment should be following the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.
Certificates, Licenses, Registrations: Not Applicable
Physical demands: This requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.
Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

• Provide MIS project support to establish accuracy, continuity, and availability of information.
• Lead and develop a team of Reports Analyst, Specialist and Officer.
• Ensure quality and accuracy of all reporting; develop and execute procedures to ensure all reports and supporting documents meet the stakeholder?s needs and are completed accurately and within required timeframes.
• Participate in monthly reviews communicating reports in an easily consumable manner for clients and partnering to drive business improvement.
• Work closely client management, contact analytics, operations and WFO to break down barriers in KPI definition and understanding. Provide the team with historical data in a timely manner.
• Handle ad-hoc report requests intake and deliverable service levels and priorities.
• Demonstrates strong technical documentation skills by creating documented procedures or written guidelines for all WFM processes.
• Manage tasks in publishing daily, weekly, and monthly reports on agent and team level KPIs, internally and externally.
• Own reporting forecast performance, shrinkage, and other metrics pertinent to understanding interval service level and WFO performance.
• Partner cross functionally with multiple groups to acquire inputs and ensure single source of truth in reporting.
• Develop KPI reports containing numerical results, standard deviations and accuracy and outlier analysis.