Workforce Management & Quality Head

Bon Secours Mercy Health; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

HMO medical coverage

Retirement plan

Work From Home allowance

Connectivity allowance

Wellness allowance

Paid vacation and sick leave

SSS, PhilHealth & Pag-IBIG

Job summary

Bon Secours Mercy Health Global Business Services – Manila is seeking a Workforce Management & Quality Head to lead workforce management, quality assurance and knowledge management for healthcare contact center operations. You’ll drive optimization, service levels and knowledge governance while partnering with Operations, Training and Technology to deliver an exceptional customer and patient experience.

The role operates within a Global Business Services environment, supporting cross-functional

Qualifications

• 5+ years in contact center operations, workforce management, quality assurance or related function.
• Experience leading WFM, QA, performance optimization or operational excellence programs.
• Experience with healthcare contact center operations or regulated environments preferred.
• 1–3 years of leadership experience managing teams or projects.
• Knowledge of key metrics: service levels, AHT, adherence, CSAT/UX.

Responsibilities

• Supervise daily WFM, QA and knowledge management activities to support performance and service delivery.
• Coordinate forecasting, scheduling, capacity planning and real-time WFM using Genesys Cloud WEM.
• Monitor service levels, occupancy, staffing utilization and advise on operational adjustments.
• Analyze workforce trends and staffing requirements to support resource optimization.
• Manage quality monitoring programs and calibrations with operational leaders.
• Coordinate knowledge management including content governance and lifecycle activities.
• Monitor KM metrics: utilization, article quality, search effectiveness and self-service adoption.
• Analyze contact center performance metrics and customer experience indicators.
• Collaborate with Operations, Training, Technology and other teams to improve performance.
• Ensure compliance with healthcare regulations and internal quality standards.
• Investigate workforce planning risks and escalation of significant issues.
• Drive continuous improvement via process optimization and automation.
• Prepare and distribute operational reports and dashboards for leadership review.
• Coach analysts to strengthen analytical capabilities and reporting accuracy.
• Promote accountability and a culture of operational excellence.

Skills

Workforce management

Quality assurance

Leadership

Forecasting

Data analysis

Healthcare operations

Education

Bachelor's degree in Business, Statistics, Information Technology, Healthcare Administration, Industrial Engineering, or related field

Tools

Genesys Cloud WEM

ServiceNow

WFM software

Job description

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 with U.S.-based teams to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join a global team focused on meaningful healthcare impact.

Job Summary

The Workforce Management & Quality Head is responsible for leading workforce management, quality assurance and knowledge management functions that support healthcare contact center operations. This role drives workforce optimization, service level performance, quality outcomes and knowledge governance while partnering with Operations, Training and Technology teams to deliver an exceptional customer and patient experience.

Operating within a Global Business Services environment, this role supports cross-functional collaboration, operational excellence and service delivery outcomes for U.S. healthcare operations.

What you'll do

• Supervise daily workforce management, quality assurance and knowledge management activities to support operational performance and service delivery goals.

• Coordinate forecasting, scheduling, capacity planning and real-time workforce management activities using Genesys Cloud Workforce Engagement Management.

• Monitor service levels, schedule adherence, occupancy, staffing utilization and other workforce metrics and recommend operational adjustments as needed.

• Analyze workforce trends and staffing requirements to support resource optimization and business continuity.

• Manage quality monitoring programs and ensure consistent application of evaluation standards and methodologies.

• Facilitate quality calibration sessions and partner with operational leaders to identify performance improvement opportunities.

• Coordinate knowledge management processes including content governance, article maintenance and knowledge lifecycle activities.

• Monitor knowledge management metrics including knowledge utilization, article quality, search effectiveness and self-service adoption.

• Analyze contact center performance indicators such as service level agreements, average handle time, adherence, quality scores and customer experience metrics.

• Collaborate with Operations, Training, Technology, Transition and Operational Excellence teams to improve performance and resolve operational challenges.

• Monitor compliance with healthcare regulations, organizational policies, audit requirements and internal quality standards.

• Investigate workforce planning risks, quality concerns, compliance findings and service level exceptions and elevate significant issues when appropriate.

• Support continuous improvement initiatives through process optimization, automation opportunities and effective utilization of operational technologies.

• Prepare and distribute operational reports, workforce analyses and performance dashboards for leadership review and decision-making.

• Coach and develop analysts and specialists to strengthen analytical capabilities, reporting accuracy, technical knowledge and overall operational effectiveness.

• Promote a culture of accountability, continuous improvement and operational excellence across the team.

What you'll need

Experience

• 5+ years of experience in contact center operations, workforce management, quality assurance or a related operational function required.

• Experience leading workforce management, quality assurance, performance optimization or operational excellence programs required.

• Experience using workforce management and contact center technologies in a healthcare or regulated environment preferred.

• 1–3 years of leadership experience managing teams, projects or operational functions preferred.

• Knowledge of contact center performance metrics including service level agreements, average handle time, adherence and customer experience measures required.

• Knowledge of workforce forecasting, scheduling, capacity planning and real-time management required.

• Knowledge of quality assurance methodologies, calibration processes and performance management practices required.

• Knowledge of healthcare contact center operations, regulatory compliance and audit practices preferred.

• Knowledge of Genesys Cloud Workforce Engagement Management and ServiceNow preferred.

Education

• Bachelor's degree in Business, Statistics, Information Technology, Healthcare Administration, Industrial Engineering, Mathematics or a related field required.

Certifications

• 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.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance

• One-time Work From Home allowance, connectivity allowance and wellness allowance

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model based on role and business need

• Mission-driven culture events, outreach and service opportunities

• Learning and development programs, mentorship and career growth pathways

• Collaborative office spaces and engagement activities

Benefits may vary based on employment terms and role.