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:
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:
Skills Required
- One year of Workforce Real-Time Analyst experience
- Knowledge of contact center fundamentals
- Proficiency with Microsoft tools
- Proficiency with vendor-specific scheduling and real-time analyst tools
- Proficiency monitoring and researching within the Genesys system
- Strong mathematical, analytical, organizational, communication, collaboration, and time management 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.
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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.
