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.
The individual should understand the basis of forecasting and is responsible to deliver a capacity plan based on the forecast. As a part of the process, he/she is responsible for forecasting processing time, shrinkage, attrition, and/or other required metrics and input for the capacity management process by use of standard capacity planning tools and analysis. Translating that demand into necessary workforce supply for the long/medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. He/she will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development, and interpretation of workforce reports and dashboards including identifying key trends, opportunities, problem areas, and functional supervision of the Scheduling process for one or more accounts. He/she will be responsible for the capacity, staffing, and resource management of one or more accounts and is providing guidelines and directions for the WFM Scheduler in creating the schedule and reviewing the output of the scheduling process before being transferred to GWFM Real-Time Management team. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.
Deputy Manager Global WFM
About the Role
We are looking for a highly skilled and motivated Deputy Manager – WFM Analytics to join our GPSS team. This role is designed for an individual contributor with strong analytical acumen, who can partner with business leaders to transform management ideas into meaningful insights, reports, and dashboards. The ideal candidate will have a strong foundation in advanced analytics, Excel (O365/2026), SQL, and report automation / enablement, with a passion for problem-solving and creating business impact through data.
Key Responsibilities
- Analytics & Reporting
- Build, automate, and maintain integrated dashboards and interactive reports to support senior management decision-making.
- Translate management concepts and operational requirements into actionable analytics, KPIs, and data visualizations.
- Conduct deep-dive analysis on performance trends, workforce utilization, and capacity planning to identify opportunities for optimization.
- Workforce Management (WFM) Support
- Provide analytical support for forecasting, capacity planning, and staffing optimization.
- Partner with WFM, Operations, and Business Leaders to design and track performance metrics aligned with business objectives.
- Leverage knowledge of WFM tools, planning cycles, and scheduling principles to enhance reporting solutions.
- Tools & Technical Expertise
- Design advanced Excel-based solutions using complex formulae, pivoting, automation, and scenario modeling.
- Added Advantage: Develop VBA macros, SQL queries, and Power BI dashboards for scalable reporting and analytics.
- Ensure data accuracy, consistency, and integrity across all deliverables.
- Business Partnering & Communication
- Present findings and recommendations to stakeholders in a clear, structured, and impactful manner.
- Collaborate with cross-functional teams to understand business challenges and propose data-driven solutions.
- Act as a thought partner to senior leaders, helping convert strategy into measurable outcomes.
- Collaboration & Soft Skills
- Foster teamwork, knowledge sharing, and a problem-solving mindset.
- Demonstrate strong interpersonal, conversation, and conflict management skills.
- Exhibit a “go-getter” attitude with the ability to work independently, prioritize effectively, and deliver under pressure.
Required Skills & Qualifications
- Experience: 2–5 years in Analytics / Business Analytics (preferably in a Contact Center / Call Center / BPO environment).
- Technical Skills:
- Advanced Excel (O365/Excel 2026) – complex formulas, what-if analysis, pivot tables, data modeling.
- Advantage: VBA, Power BI (reporting & visualization), SQL (queries, tables, stored procedures).
- Experience with integrated and interactive reporting dashboards solutions is a must.
- Domain Knowledge: Exposure to Workforce Management, Forecasting, and Capacity Planning is an added advantage.
- Soft Skills: Excellent verbal & written English communication, stakeholder management, presentation, and interpersonal skills.
Desired Attributes
- Strong business acumen and problem-solving mindset.
- Ability to simplify complex data into meaningful insights.
- Self-driven, detail-oriented, and adaptable to dynamic business needs.
- Team player with collaboration and conflict management skills.
- Passion for turning data into strategy and strategy into actionable outcomes.
Why Join Us?
- Opportunity to work in a high-visibility role supporting leadership decisions.
- Exposure to global workforce planning and analytics practices.
- Chance to design and deliver impactful reports & dashboards used by senior executives.
- A dynamic environment that values innovation, ownership, and continuous learning.
BLR, Surya Wave BuildingIndia
