Real Time Analyst

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:

Real Time Analyst

Job Description:

This role involves monitoring all call queues and taking necessary actions on rosters to meet target metrics. It includes real-time monitoring of agent activities to ensure schedule adherence and up-to-date activity entries in WFM and client system tools. The role provides timely insights for optimal resource utilization, balancing operational demands with workforce alignment. Working closely with different team members to address immediate staffing needs and communicate real-time updates to stakeholders.

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.

Qualifications:

• Minimum of 1 year of relevant working experience in a similar or operations agent role, with a focus on real-time management in a customer service environment is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Ability to handle high-pressure situations and make quick decisions.
• Basic computer skills, proficiency and knowledge of MS Office programs (Excel, PowerPoint, Word and Outlook) and WFM systems (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint)
• Demonstrates technical documentation skills by creating documented procedures or written guidelines for real time management processes.
• Detail-oriented and organized to maintain accurate records.
• Effective operational proficiency in Business English, paired with advanced communication skills, is needed for conveying real-time updates and recommendations to a wide range of individuals, including the operations team.
• Flexibility to changing circumstances and schedules.
• Highly self-motivated, multitask-oriented team member with the ability to self-manage tasks to completion within structured timelines.
• Knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals.
• Proven strong analytical and problem-solving skills, with the ability to interpret real-time data and make data-driven decisions.

For Internal Job Posting:

Must be a regular employee with a minimum of 1 year working experience within the company. No disciplinary action higher that a First Written Warning within the past 6 months. Must meet each KPI requirement for at least 4 out of the last 6 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• Sense of Urgency
• Personal Effectiveness
• Analytical Thinking and Skills
• Customer Orientation and Focus
• Time Management
• Collaboration
• Problem Signalling
• Team Player
• Adaptability

Location:

Quezon City, Bridgetowne ZetaPhilippines