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.
Job title:
Job Description:
Education:
Any bachelor’s degree or higher.
Experience:
6-10 years of relevant experience as a RTA.
Mandatory Skills:
• Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage
• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling
• Excellent communication skills with ability to interact with external & internal stakeholders
• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills
Must be a team player within the ability to communicate & interact with external & internal stakeholders
• Problem solving, analytical & logical skills is critical and must have excellent English communication skills.
Roles & responsibilities:
Real-Time Monitoring:
Continuously monitor real-time service levels, call queues, and other key performance metrics to ensure adherence to targets.
• Track agent availability, occupancy, and idle times to identify overages or shortages in staffing.
Immediate Response:
• Identify emerging gaps or surpluses in staffing and take immediate corrective actions to ensure consistent service delivery.
• Make real-time schedule adjustments, such as assigning overtime, break times, or reassigning tasks to available agents.
Communication:
• Collaborate with supervisors, team leads, and other relevant stakeholders to communicate staffing needs and adjustments.
• Relay important information about unexpected events, system issues, or other factors that may impact operations.
Intraday Reporting:
• Generate and distribute real-time reports and dashboards that provide insights into current performance, agent availability, and service levels.
• Share relevant data with management and teams to facilitate informed decision-making.
Adherence Management:
• Monitor agent adherence to schedules and tasks, addressing instances of non-compliance promptly.
• Analyse reasons for deviations from schedules and propose strategies to improve adherence.
Forecast Variance Analysis:
• Compare real-time performance to forecasted data and identify any significant deviations.
• Analyse reasons for variances and provide recommendations to improve forecast accuracy.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location:
Skills Required
- 6-10 years of relevant experience as an RTA
- Knowledge in WFM systems like Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint
- Knowledge in CRM tools such as Avaya and In-contact
- Excellent communication skills for stakeholder interaction
- Experienced in MS Office tools, especially Excel and PowerPoint
- Strong technical documentation skills
- Problem solving, analytical, and logical skills
Sagility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sagility and has not been reviewed or approved by Sagility.
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Healthcare Strength — The company provides medical, dental, and vision coverage along with life insurance, short- and long-term disability, Flexible Spending Accounts, and an Employee Assistance Program. Policies also indicate coverage for dependents according to local regulations and include wellness and mental health initiatives.
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Retirement Support — A 401(k) with employer contribution is part of the standard package. Role descriptions and materials consistently reference retirement plan access alongside other core benefits.
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Leave & Time Off Breadth — Paid time off is provided, and formal leave types include maternity, paternity, adoption, and bereavement in line with local regulations. Additional flexibility elements such as hybrid or work-from-home arrangements are noted in some contexts.
Sagility Insights
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
