Command Center Supervisor of Workforce and Quality

Thank you for considering a career at Bon Secours Mercy Health! 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 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, 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 escalate 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 escalate 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. 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 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) Training Not Applicable Language Not applicable. Patient Population Not applicable to this position Working Conditions 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. Physical Requirements - Physical Demands 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, Kneel X Crawling X Climbing X Balance X Bending X Work Position Frequency 0% 1-33% 34-66% 67-100% Sitting X Walking X Standing X Additional Physical Requirements/Hazards Physical Requirements Hear alarms/telephone/audio recordings Repetitive arm/hand movements Finger Dexterity Hazards 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. 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 [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.