Command Center Manager - Workforce Management & Quality

Bon Secours; Taguig; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid work model

Work From Home allowance

Wellness allowance

Paid vacation and sick leave

Job summary

Bon Secours Mercy Health Global Business Services – Manila seeks a Command Center Manager, Workforce Management & Quality to lead WFM and QA in a healthcare contact center. You will oversee analysts, develop forecasting and scheduling with WEM, and drive quality frameworks to improve service levels and patient experience.

The role requires 7+ years in contact center operations, WFM/QA leadership, and team management, with a Bachelor’s in a related field.

Qualifications

• 7+ years of contact center experience, preferably in a healthcare environment.
• 7+ years of Workforce Management (WFM) and/or Quality Assurance leadership experience.
• 7+ years experience managing or leading teams (direct or indirect).
• Bachelor’s degree in a related field is required.

Responsibilities

• Lead and manage Workforce Management (WFM) and Quality Assurance (QA) functions, including oversight of analysts and daily operational support.
• Develop and implement forecasting, scheduling, and real-time management strategies using Genesys Cloud Workforce Engagement Management (WEM).
• Establish and maintain quality monitoring frameworks, calibration processes, and performance standards.
• Provide governance and strategic oversight for organizational knowledge management practices, including content quality standards and AI-generated knowledge controls.
• Establish and monitor knowledge management performance metrics and self-service adoption.
• Analyze contact center performance metrics (SLA, AHT, adherence, QA scores) and provide actionable insights to leadership.
• Partner with Operations, Transition and Operational Excellence teams to identify performance gaps and implement improvement initiatives.
• Ensure compliance with healthcare regulations, audit requirements, and internal quality standards.
• Drive continuous improvement through data analytics, automation, process optimization, and use of technologies including Genesys Cloud and ServiceNow.
• Serve as the primary escalation point for workforce planning risks and performance issues.
• Produce and present executive-level reporting on workforce efficiency, quality outcomes, and trends.
• Coach, train, and develop analysts to enhance skills and business impact.

Skills

Leadership

Strategic thinking

Stakeholder mgmt

Decision making

Communication

Mentoring

Change mgmt

Global collaboration

Genesys Cloud CX

ServiceNow

Data analysis

Forecasting

Scheduling

QA programs

Education

Bachelor’s degree in Business/Statistics/IT/Healthcare Admin/Industrial Eng/Math or related field

Tools

Genesys Cloud CX

ServiceNow

Excel

BI tools

Reporting tools

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

8pm to 5am (Philippines)

Bon Secours Mercy Health Global Business Services – Manila

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner closely with U.S.-based teams and leaders to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join us in celebrating the human side of healthcare and be part of a global team dedicated to delivering meaningful impact.

Command Center Manager, Workforce Management & Quality

Primary Function/General Purpose of Position

The Command Center Manager – Workforce Management & Quality is responsible for leading performance optimization, workforce planning, and quality assurance programs within a healthcare contact center environment. This role oversees a team of analysts and partners closely with Operations, Training, and Technology teams to ensure service level achievement, regulatory compliance, and exceptional patient/customer experience using platforms such as Genesys Cloud and ServiceNow.

The Manager drives strategic insights, operational excellence, and continuous improvement initiatives while ensuring alignment with organizational goals and global service center standards.

Essential Job Functions

• Lead and manage Workforce Management (WFM) and Quality Assurance (QA) functions, including oversight of analysts and daily operational support.
• Develop and implement forecasting, scheduling, and real-time management strategies using Genesys Cloud Workforce Engagement Management (WEM).
• Establish and maintain quality monitoring frameworks, calibration processes, and performance standards.
• Provide governance and strategic oversight for organizational knowledge management practices, including content quality standards, knowledge lifecycle management, self-service adoption, and AI-generated knowledge controls.
• Establish and monitor knowledge management performance metrics, including article quality, usage effectiveness, search success rates, and self-service adoption.
• Analyze contact center performance metrics (SLA, AHT, adherence, quality scores) and provide actionable insights to leadership.
• Partners with Operations, Transition and Operational Excellence teams to identify performance gaps and implement improvement initiatives.
• Ensure compliance with healthcare regulations, audit requirements, and internal quality standards.
• Drive continuous improvement through data analytics, automation, process optimization, and effective utilization of technologies including Genesys Cloud, ServiceNow, and reporting tools.
• Serve as the primary escalation point for workforce planning risks, service-level exceptions, quality concerns, compliance findings, and operational performance issues.
• Produce and present executive-level reporting on workforce efficiency, quality outcomes, and operational trends.
• Coach, train, and develop analysts to develop related skills, enhance analytical capabilities, reporting accuracy, and business impact.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their leader, subject to reasonable accommodation.

Licensing/Certification

• Genesys Cloud Workforce Engagement Management (WEM) Certification - Genesys University (preferred)
• Lean Six Sigma Green Belt Certification - American Society for Quality (ASQ), International Association for Six Sigma Certification (IASSC), or equivalent accredited provider (preferred)
• Workforce Management Certification, Society of Workforce Planning Professionals (SWPP) or equivalent recognized workforce management certification provider (preferred)

Education

• Bachelor’s degree in Business, Statistics, Information Technology, Healthcare Administration, Industrial Engineering, Mathematics, or related field (required)

Work Experience

• 7+ years of contact center experience, preferably in a healthcare environment (required)
• 7+ years of Workforce Management (WFM) and/or Quality Assurance leadership experience (required)
• 7+ Experience managing or leading teams (direct or indirect) (required)

Training

Not Applicable

Skills

Leadership & Strategic Skills (Soft Skills):

• Leadership and team development
• Strategic thinking and problem solving
• Stakeholder management and influence
• Decision-making under pressure
• Effective communication and presentation skills
• Coaching and mentoring
• Change management
• Collaboration across global teams
• Customer/patient-centric mindset
• Accountability and ownership

Technical & Functional Skills (Hard Skills):

• Advanced Workforce Management (forecasting, scheduling, real-time adherence)
• Quality Assurance program design and execution
• Genesys Cloud CX (WEM, reporting, analytics)
• Contact Center KPI analysis (SLA, AHT, CSAT, QA scores)
• Data analysis and reporting (Excel, dashboards, BI tools)
• ServiceNow or case management systems
• Process improvement methodologies (Lean/Six Sigma)
• Contact center operations and performance optimization
• Capacity planning and staffing models
• Reporting automation and visualization

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance, wellness allowance and role‑specific allowances
• Paid vacation and sick leave
• Government‑mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
• Mission‑driven culture events, community outreach and service opportunities
• Learning and development programs, mentorship and clear career growth pathways
• Modern, collaborative office spaces and regular engagement and culture‑building activities

Benefits may vary based on employment terms and role.

Department

Human Resources - HR Services - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at @bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.