Careers at Sagility

The Resource Planning Senior Supervisor is a leadership role within Cigna’s Enterprise Strategic Workforce Management organization, accountable for end-to-end Scheduling and Real Time Management ownership. This role leads a team of Resource Planning Scheduling and Real Time Analysts and partners closely with Workforce Leadership and Operations Leadership to ensure staffing plans are translated into effective schedules and actively managed intraday to protect service levels, cost, and customer experience. The Senior Supervisor provides advanced professional judgment, leads complex initiatives, and drives proactive, real-time decision making across multiple lines of business.Resource Planning Senior Supervisor

Roles and Responsibilities

Regularly collaborate with the Workforce and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment, lead the team to analyze call center trends to predict staffing needs, and summarize operational data for management. Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports. Exercise judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models, procedures, and to monitor trends. Lead operational efficiencies by driving partnership across the Enterprise Workforce Team, making sure of recommendations enable proactive, accurate and timely business decisions, and provides best-in-class service to our stakeholders and customers.

• Cultivate a high‑performing team culture by providing regular coaching, skill development, and career growth opportunities, ensuring analysts are equipped with the technical and analytical capabilities required to meet evolving business needs.

• Drive business development within the Workforce organization by identifying capability gaps, championing process, tool enhancements, and fostering cross-functional collaboration that elevates workforce planning maturity across the enterprise.

• Provide strong people leadership through clear performance expectations, ongoing feedback, and talent development strategies that strengthen team readiness, engagement, and succession planning.

• Drive consistent quality and operational excellence by monitoring workflow accuracy, implementing regular quality checks, and guiding team to produce timely, efficient, and accurate results.

• Scheduling Ownership

  • Lead the creation, validation, and optimization of schedules using WFM tools, making sure of alignment to forecasted volume, AHT, shrinkage, and service level targets.

  • Identify forecast-to-schedule variances and partner with Operations to implement schedule adjustments that balance cost efficiency and service delivery.

  • Conduct regular retrospective analyses of schedule effectiveness, identifying gaps, risks, and opportunities for improved coverage and flexibility.

  • Oversee PTO, holiday, and shift bidding processes, seasonal schedule offers and observed/non-observed holiday scheduling strategies

  • Make sure of coordination of training, meetings, and offline activities within schedules to protect service level attainment.

  • Serve as the central scheduling point of contact for multiple lines of business within Service Operations.

  • Develop and maintain SOPs related to scheduling processes, making sure of continuous improvement and standardization.

• Real Time Management Ownership

  • Lead the team in monitoring intraday performance against service level, ASA, occupancy, and productivity targets.

  • Drive proactive real-time actions including reforecasting, staffing rebalancing, OT/VTO recommendations, skill set adjustments, and intraday schedule changes.

  • Make sure of timely identification and mitigation of off-production risks and opportunities.

  • Oversee the execution and delivery of off-production events using Intradiem or equivalent tools.

  • Establish and enforce real-time governance, thresholds, and escalation protocols.

  • Provide accurate, transparent, and timely intraday communications to Operations and Workforce Leadership

Quezon City, Bridgetowne GBF TowerPhilippines