Workforce Director (Premium Healthcare)

"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."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.

Quezon City, Bridgetowne GBF TowerPhilippines

Who We Are

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.

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