Manager-Planning

Sagility is a global leader combining advanced technology and transformation-driven BPM services with extensive healthcare domain expertise. With over 25,000 employees across five countries, Sagility enhances the member and patient experience through clinical services, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. The Manager-Planning will play a crucial role in forecasting and capacity planning, responsible for delivering accurate capacity plans based on demand forecasts. This includes analyzing processing time, shrinkage, attrition, and other key metrics using standard capacity planning tools. The role involves translating demand into workforce supply for short, medium, and long-term needs, managing capacity planning models, and performing sensitivity analysis to predict future staffing requirements.

The Manager-Planning will also contribute to long-range strategic planning by leveraging data models, predictive analytics, and emerging technologies. They will oversee workforce reporting and dashboards, identifying trends, opportunities, and challenges. Additionally, the role includes supervising the scheduling process for one or more accounts, ensuring optimal workforce utilization and meeting project KPIs. This position requires managing capacity, staffing, and resource allocation, providing guidance to WFM schedulers, and reviewing scheduling outputs before handover to real-time management teams.

Key Responsibilities:
- Build and maintain operational capacity plans aligned with business needs.
- Coordinate global headcount reconciliation, ensuring data accuracy and stakeholder alignment.
- Manage quarterly FTE financial submissions and cost reviews.
- Conduct capacity plan reviews with operations leadership.
- Oversee project requirements within capacity plans and perform adhoc sizing for new business initiatives.
- Lead the headcount forecasting process considering business events and strategies.
- Serve as the primary liaison with external vendors supporting forecasting systems, monitoring performance, and driving process improvements.
- Prepare and present monthly headcount forecast reports to leadership, including analysis of key trends.
- Collaborate with stakeholders to ensure planning processes meet organizational goals and metrics.
- Identify and implement process improvements to enhance efficiency and reduce rework.
- Anticipate and resolve issues, managing escalations to meet deadlines and objectives.
- Lead change initiatives, including process, system, or vendor reviews and implementations.
- Implement workforce planning using predictive and analytical methods to ensure strategic workforce availability.
- Analyze critical workforce metrics to support leadership decision-making.
- Own end-to-end resource planning across geographies, delivering capacity plans for hiring and client discussions.

Required Qualifications:
- Bachelor’s degree or higher.
- Minimum of 6 years of relevant experience, including at least 5 years working with contact center tools, metrics, models, and reporting across multiple contact channels and program groups.
- Strong understanding of forecasting, capacity planning, and workforce management principles.
- Proven experience partnering across organizational levels and managing remote teams. Experience with external vendor management is preferred.
- Excellent command of English, both written and spoken.
- Experience planning for multiple contact channels such as calls, emails, and social media.

Preferred Qualifications:
- Advanced skills in Microsoft Office, particularly Excel and PowerPoint.

The role requires a strategic thinker who can develop and drive workforce management objectives aligned with enterprise goals. The Manager-Planning will build strong partnerships with contact center operations, business unit leadership, and corporate functions to address geographic-specific staffing needs. They will ensure the execution of long-term forecasts and workforce budgets, coach team members to improve performance, and identify opportunities to enhance scheduling efficiency. Effective communication with executive management regarding forecasts, staffing impacts, and operational effectiveness is essential.

This position also emphasizes partnership with clients and stakeholders to maximize revenue, optimize costs, and contribute to budgeting processes. The Manager-Planning will engage with clients as a consultant, provide inputs for new solution designs, and ensure workforce management readiness for new projects. Internally, the role focuses on fostering high team morale, developing leadership, promoting a positive work culture, and supporting continuous learning and development.

Location: Hyderabad, India