Teams at Sagility

Monitors real-time call center staffing, agent schedule adherence, and activity against interval staffing requirements. Adjusts breaks, lunches, and schedules to optimize coverage; identifies staffing variances and coordinates contingency actions. Performs real-time agent callouts and follows up with vendor operations to resolve activity issues. Reports staffing performance and communicates updates to internal and external teams through Microsoft Teams and email.

The Knowledge Author Lead develops and maintains knowledge articles, ensuring quality and accessibility while engaging with business partners to understand content needs and improve service delivery.

Responsible for designing, developing, and implementing training content for new hires and ongoing learning programs in a service center environment, using instructional design methodologies and tools.