Teams at Sagility

Manage a team of WFM analysts and develop multi-site schedules that maintain staffing levels and service-level commitments. Analyze staffing requirements across 24/7 operations, process schedule changes and non-productive time requests, optimize meetings and training, and lead weekly staffing reviews. Identify risks, monitor performance, coordinate cross-functional activities, and ensure adherence to SLAs, quality standards, policies, and attendance requirements.

Monitors real-time operational performance, including staffing, volume, AHT, SLA, ASA, and abandonment rates. Adjusts intraday schedules, coordinates overtime and time-off decisions, supports week-ahead planning, and collaborates with operations and clients. Analyzes trends, manages workforce onboarding and offboarding, coordinates outage impacts, supports contingency events, and implements workflow improvements and special projects.

Provides senior-level process consulting for operations within a healthcare-focused business process management services organization. The job description does not include specific responsibilities because the hiring manager’s detailed description is pending.