ResourcePlanningAnalyst–RealTime

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. "As a Real Time Analyst you would be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. You would use your analytical skill and utilize call volume reports to coordinate and complete real time capacity planning within the contact/call center. This role analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation. This is an exciting opportunity for someone who enjoys the analytical aspects of finding the trend in the numbers puzzle and being a part of the solution. You would be an integral part in identifying areas for improvements to workforce productivity and modifications to programs." **Job title:** Resource Planning Analyst – Real Time **Job Description:** Education : • High school Diploma or GED; bachelor’s degree preferred. Experience: • 3+ years’ experience in a contact center environment handling Workforce Management function such as monitoring or reporting on call trends, call metrics, or KPIs. Mandatory Skills: • Knowledge of WFM tools and basic call routing strongly preferred (such as Verint, IEX, Aspect, Genesys) Preferred Skills: • Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel (ability to run advanced formulas, write SQL queries, and create pivot tables preferred) • Knowledge of Healthcare/PBM industry/Managed care industry preferred. Roles & responsibilities : • Provides recommendations regarding capacity utilization and effectively enables