Command Center Supervisor of Workforce and Quality
Bon Secours
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Benefits offered by this job
Job summary
Bon Secours is seeking a Command Center Supervisor for Workforce Management & Quality in the Philippines. The role leads WFM, QA, and knowledge management within a healthcare contact center, collaborating with Operations, Training, and Technology teams to achieve service levels and patient experience goals using Genesys Cloud and ServiceNow.
Responsibilities include forecasting, scheduling, monitoring metrics (SLA, AHT, occupancy), administering quality programs, and driving continuous
Qualifications
- 5+ years of progressive contact center, workforce management, quality assurance, or related operational experience (required)
- Experience leading workforce management, quality, performance optimization, or related operational programs (required)
- 1-3 years of leadership experience managing teams, projects, or operational functions (preferred)
Responsibilities
- Supervise daily Workforce Management (WFM), Quality Assurance (QA), and Knowledge Management activities to support operational effectiveness, service level achievement, and adherence to established standards.
- Coordinate forecasting, scheduling, capacity planning, and real-time management activities utilizing Genesys Cloud Workforce Engagement Management (WEM) to support workforce optimization and operational requirements.
- Monitor workforce performance indicators, including service level attainment, adherence, occupancy, and staffing utilization, and recommend appropriate operational adjustments.
- Administer quality monitoring programs, calibrate sessions, and ensure consistent application of quality standards and evaluation methodologies.
- Coordinate knowledge management activities by supporting content governance processes and monitoring knowledge lifecycle activities.
- Monitor knowledge management performance metrics and provide recommendations for improvement.
- Analyze contact center performance metrics (SLA, AHT, adherence, CX indicators, quality scores) and provide operational recommendations.
- Partner with Operations, Training, Transition, Technology, and Operational Excellence teams to drive performance improvements.
- Monitor compliance with healthcare regulations, audit requirements, and internal standards; elevate risks.
- Support continuous improvement through data analysis, process enhancements, and automation; utilize Genesys Cloud, ServiceNow, reporting platforms.
Skills
Education
Tools
Job description
Scheduled Weekly Hours: 40
Work Shift: 8pm to 5am (Philippines)
Command Center Supervisor – Workforce Management & Quality is responsible for supervising workforce management, quality assurance, and knowledge management activities within a healthcare contact center environment. The role oversees daily operations, supports performance optimization efforts, and coordinates with Operations, Training, and Technology teams to help achieve service level objectives, compliance requirements, and customer/patient experience goals using platforms such as Genesys Cloud and ServiceNow.
The Supervisor monitors operational performance, supports continuous improvement initiatives, and ensures adherence to established organizational standards.
- Supervise daily Workforce Management (WFM), Quality Assurance (QA), and Knowledge Management activities to support operational effectiveness, service level achievement, and adherence toestablishedstandards.
- Coordinate forecasting, scheduling, capacity planning, and real-time management activities utilizing Genesys Cloud Workforce Engagement Management (WEM) to support workforce optimization and operational requirements.
- Monitor workforce performance indicators, including service level attainment, adherence, occupancy, and staffing utilization, and recommend appropriate operational adjustments.
- Administer quality monitoring programs, facilitate calibration sessions, and ensure consistent application of quality standards, evaluation methodologies, and performance expectations.
- Coordinate knowledge management activities by supporting content governance processes, maintaining content quality standards, monitoring knowledge lifecycle activities, and promoting self-service adoption.
- Monitor knowledge management performance metrics, including article quality, knowledge utilization, search effectiveness, and self-service adoption, and provide recommendations for improvement.
- Analyze contact center performance metrics, including SLA, AHT, adherence, customer experience indicators, and quality scores, and provide operational recommendations to management.
- Partner with Operations, Training, Transition, Technology, and Operational Excellence teams to support performance improvement initiatives and resolve operational challenges.
- Monitor compliance with healthcare regulations, audit requirements, organizational policies, and internal quality standards, and elevate identified risks or concerns as appropriate.
- Support continuous improvement efforts through data analysis, process enhancements, automation opportunities, and effective utilization of Genesys Cloud, ServiceNow, reporting platforms, and other operational tools.
- Investigate workforce planning risks, service level exceptions, quality concerns, compliance findings, and operational performance issues, and elevate significant matters to management for resolution.
- Prepare and distribute operational reports, performance dashboards, and workforce analyses to support management decision-making and business reviews.
- Coach, train, and provide ongoing performance feedback to analysts and specialists to strengthen technical skills, reporting accuracy, analytical capabilities, and operational effectiveness.
- 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)
- Bachelor’s degree in Business, Statistics, Information Technology, Healthcare Administration, Industrial Engineering, Mathematics, or related field (required)
- 5+ years of progressive contact center, workforce management, quality assurance, or related operational experience (required)
- Experience leading workforce management, quality, performance optimization, or related operational programs (required)
- 1-3 years of leadership experience managing teams, projects, or operational functions (preferred)
Not Applicable
Not applicable.
Not applicable to this position
- Periods of high stress and fluctuating workloads may occur.
- Long-distance or air travel as needed- not to exceed 10% travel.
- General office environment.
May have periods of constant interruptions.
- Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Frequency 0% 1-33% 34-66% 67-100%
Lifting/ Carrying (0-50 lbs.) X
Lifting/ Carrying (50-100 lbs.)X
Push/ Pull (0-50 lbs.)X
Push/ Pull (50-100 lbs.)X
Stoop, KneelX
CrawlingX
ClimbingX
BalanceX
BendingX
Frequency 0% 1-33% 34-66% 67-100%
Sitting X
WalkingX
StandingX
- Hear alarms/telephone/audio recordings
- Repetitive arm/hand movements
- Finger Dexterity
Not applicable to this position
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.
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.
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.
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