WFM Real Time Analyst

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 Call Center Workforce Management Real Time Analyst is responsible for monitoring daily metrics and real time states of call center associates utilizing available workforce management tools. The actions and deliverables of this position directly influence the service level performance of client services and ultimately end user satisfaction.

Job title:

WFM RTA

Job Description:

Position Title:BroadPath WFM RTA (“* Workforce Analyst” -TRIO)*

Expectations:

Responsible for monitoring, tracking, and communicating Agent/representatives adherence to schedules to support Vendor staffing to interval level staffing requirements. The Workforce Analyst will be able to provide explanation and accurate reporting data on actual staffing variance to staffing requirements and actual staffing variance to IDP at any time; and specify the contingencies in place to fill any gap(s). Shared resources supporting DTC Sales should attend all functional meetings and the Train the Workforce and fulfil all requirements of a Workforce Analyst.

Job Responsibilities:

Responsibilities include, but are not limited to:

• Speak to projected and actual staffing performance against staffing requirements and IDP commitments at any time at an interval/intraday, daily, and weekly level.
• Maintain Agent schedule optimization within current day including break/lunch movement and shift/DOW adjustments and related communication to ensure interval level staffing requirements are met.
• Monitor real-time data for Agent scheduled versus actual activity.
• Execute RTA Call outs and associated real time follow-up with Vendor Operations for individual Agent activity issue resolution.
• Communicate information from Vendor to UHS via Microsoft Teams real-time chat and e-mail.

System Requirements:

• Genesys
• Microsoft Teams
• Microsoft Outlook
• NICE IEX WFM or similar WFM scheduling tool
• Real-time Agent facing scheduling tool such as Agent WebStation (IEX) or eSP (electronic schedule planner) , Aspect
• SharePoint
• Citrix
• Avaya OB Monitor System

Competencies:

• Effectively prioritizes changing tasks.
• Proficient Microsoft skills.
• Proficient skills within Vendor-specific scheduling and RTA tools.
• Proficient monitoring and research skills within UHS Genesys system.
• Communicates and collaborates thoroughly and timely with internal and external teams.
• Strong time management skills.
• Strong mathematical, analytical, and organizational skills.

Prerequisites:

• One (1) year Workforce RTA experience.
• Knowledge of contact center fundamentals.

Phone Support:

• N/A

Licensing Requirements:

• N/A

Location:

BGSI Division – WAH (Manila)Philippines