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.
Operation Support
Job title:
Workforce Specialist - Scheduler
Job Description:
DUTIES & RESPONSIBILITIES:
- Create short term forecast using the WFM tools.
- Establish arrival patterns by seasonality, day of the week, intraday etc
- Review scheduling rules periodically for the geography you support
- Update agent data base with active employees and schedule restrictions
- Generate schedules.
- Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
- Review over/ under and optimize schedule for best b=fit.
- Create IDPs and publish to stakeholders on a weekly basis.
- Coordinate with stakeholders for headcount reconciliation on a daily/ weekly basis
- Coordinate with training to update active headcount in each class on a daily basis.
General Safety and Security
- Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
COMPETENCY REQUIREMENTS:
- Knowledge of WFM Forecasting and Scheduling tools.
- Forecasting volumes and trend analysis
- Experience working as a Scheduler is preferred.
OTHER REQUIREMENTS:
Reports to: WFM Officer
Education and/or Experience:
- Minimum of 2 years college education and college degree preferred.
- Experience with WFM tools
- Above average knowledge of Microsoft Excel
- Excellent communication skills, including ability to write concise technical docs and present ideas.
- Ability to work with cross functional teams.
- Ability to work flexible shifts.
Certificates, Licenses, Registrations: Not Applicable
Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.
Physical demands: This also requires working in a fast pace but ensuring accuracy on delivery of reports and execution.
Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.
Location:
Iloilo, Ayala Technohub BuildingPhilippines
Top Skills
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.
