Workforce Director Premium Healthcare

Sagility; Quezon City; Sur place; PHP 2 800 000 - 4 600 000; Plein temps

Résumé du poste

Sagility is seeking a Workforce Director (Premium Healthcare) in Quezon City to lead Manila’s workforce planning, scheduling, and real-time management. You will optimize staffing, drive analytics, and establish governance to support service quality, cost efficiency, and growth objectives across Cigna Philippines and related operations.

In this role, you will partner with U.S. leaders and enterprise teams to ensure alignment with enterprise standards while meeting local site needs, guiding a

Qualifications

• Bachelor’s degree in Business, Operations, Finance, Analytics, or related field.
• 5+ years of leadership experience in workforce management or related operations.
• Strong understanding of staffing models, service levels, and governance routines.

Responsabilités

• Lead Manila workforce planning operations including scheduling, real-time management, and staffing strategies.
• Establish site-wide analytical reporting and data-enabled management routines for visibility and decision making.
• Build a mission-control capability integrating real-time data, tech insights, and incident coordination.
• Partner with U.S. workforce management leaders to align Manila processes with enterprise standards.
• Translate business priorities into practical staffing and resource plans for the site.

Connaissances

Workforce planning

Forecasting

Scheduling

Real-time management

Leadership

Data analytics

Stakeholder management

Communication

Formation

Bachelor’s degree in Business/Operations/Finance/Analytics

Outils

Call routing systems

Workforce management (WFM) systems

Agent desktop tools

Reporting dashboards

Description du poste

Job Description

Sagility combines industry-leading technology and transformational-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 Workforce Management Director leads the Manila workforce planning organization and is accountable for scheduling, real-time management, resource optimization, site-wide analytical reporting, and operational monitoring routines. This role ensures staffing plans, reporting, technology-enabled insights, and workforce strategies support service, productivity, quality, cost, employee experience, and growth objectives across Cigna Philippines and enterprise Cigna workforce management for Customer, Client, and Coverage Review. The Director serves as a strategic partner to Manila site leadership, U.S. functional leaders, enterprise workforce management partners, technology teams, and supplier stakeholders to plan, monitor, scale, and continuously improve operations within Cigna’s global operating model.

The Workforce Director translates business priorities, volume trends, staffing needs, operational risks, technology capabilities, supplier considerations, and financial expectations into actionable workforce plans and management routines. This leader establishes scalable governance, reporting, and mission‑control capabilities that integrate workforce data, contact center technology insights, macro‑environmental monitoring, incident coordination, and operational levers to enable proactive performance management. The role requires strong partnership across Operations, Finance, HR, Technology, Training, Quality, Supplier Management, local vendor partners, and U.S. functional teams to align Manila execution with enterprise standards while meeting local site needs.

Job title

Workforce Director (Premium Healthcare)

Education

Bachelor’s degree in Business, Operations, Finance, Analytics, or related field required; advanced degree preferred.

Experience

• 10+ years of experience in operations, workforce management, resource planning, forecasting, scheduling, real‑time management, or related business leadership.


• Commensurate experience leading reporting, data, analytics, operational monitoring, and performance management routines in a contact center, service operations, or workforce management environment.


• 5+ years of people leadership experience, including leading managers or complex teams.


• Strong understanding of workforce planning, staffing models, service levels, productivity, operational performance drivers, and enterprise governance routines.


• Experience working with contact center technology stacks such as call routing platforms, workforce management systems, agent desktop tools, reporting environments, and real‑time operational dashboards.


• Demonstrated ability to influence across a matrixed organization, communicate effectively with senior leaders, solve complex problems, and develop talent.

Roles & Responsibilities

• Lead Manila workforce planning operations, including scheduling, real-time management, resource optimization, and staffing strategies that support service, productivity, quality, cost, employee experience, and growth objectives.


• Establish and lead site‑wide analytical reporting, operational analysis, and data‑enabled management routines that provide leadership visibility, identify risks, and inform workforce and operational decisions.


• Build a mission‑control capability that integrates real‑time workforce data, reporting, contact center technology insights, macro‑environmental monitoring, incident coordination, escalation paths, and operational levers to support proactive performance management.


• Partner with U.S. workforce management leaders and enterprise teams to align Manila processes, tools, reporting, governance, and execution to enterprise standards for Customer, Client, and Coverage Review.


• Serve as a strategic thought partner to Manila site leadership, U.S. functional leaders, technology teams, supplier management, and local vendor partners to translate business priorities, volume trends, and operational needs into practical staffing and resource plans.


• Provide local support for supplier and vendor relationship management across the Philippines, partnering with internal supplier management teams to monitor performance, resolve issues, and maintain alignment with operational commitments.


• Leverage contact center technology stacks—including call routing, workforce management platforms, agent desktop tools, reporting environments, and operational dashboards—to improve visibility, responsiveness, and execution across the site.


• Lead and develop a high‑performing, inclusive team with strong accountability, analytical discipline, collaboration, business partnership, employee engagement, and continuous improvement capabilities.

Location

Quezon City, Bridgetowne GBF TowerPhilippines