Hybrid Resource Planning Analyst
TLDR
Balance real-time capacity planning and scheduling using WFM tools to optimize staffing for inbound call and back-office traffic and service levels.
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:
Roles and Responsibilities:
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Real-Time Monitoring & Capacity Planning
- Monitor inbound call and back-office traffic and staff availability to ensure efficient work distribution.
- Analyze trends, including volume, patterns, productivity, and resource allocation.
- Provide recommendations for capacity utilization to meet/exceed operating objectives.
- Interface with operations and WFM leadership regarding performance-impacting factors.
- Optimize service levels through work distribution, product routing, priority setting, and load balancing.
- Identify areas for improvement in workforce productivity and recommend program modifications.
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Scheduling
- Generate daily, weekly, and monthly schedules using WFM software.
- Create and improve time-off allowance measures and analyze accruals vs. utilization.
- Develop models for accurate new hire and client schedules; enhance output accuracy.
- Execute PTO, holiday, and shift bidding, including plans for observed and non-observed holidays.
- Monitor schedule efficiency and recommend improvements.
- Consolidate efforts across WFM for innovative, enterprise-wide solutions.
- Process updates and task management requests within department turnaround expectations.
- Perform audits and maintain key WFM platform elements (work patterns, skill assignments, org alignments).
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Collaboration & Customer Service
- Collaborate with matrix partners and internal clients to ensure objectives and standards are met.
- Provide end-to-end support for internal clients and customer teams.
- Deliver excellent customer service and recommend self-service alternatives.
- Contribute to feedback loops for process and procedure improvements.
Location:
Sagility is a healthcare-focused technology and business process management company that enhances the entire member and patient experience. We provide a comprehensive suite of services ranging from clinical management to payment integrity, leveraging deep industry expertise to empower our clients in achieving better outcomes.