Contact Center Analyst

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Command Center Analyst Primary Function/General Purpose of Position The Command Center Performance Analyst role combines Workforce Management (WFM) and Quality Assurance (QA) responsibilities to ensure contact center operations meet service level agreements (SLAs), regulatory compliance standards, and customer experience expectations within a healthcare environment. The analyst works closely with operations leaders, training teams, and technology teams to monitor performance trends, improve agent effectiveness, and support continuous improvement initiatives using Genesys Cloud, ServiceNow and quality assurance monitoring tools. Essential Job Functions Develop, implement and maintain quality and Genesys Cloud Workforce Engagement Management (WEM) processes and procedures. Forecasting, scheduling, and real-time management using Genesys Cloud WEM. Monitoring and evaluating “customer” interactions across voice, chat, and email, including reviewing AI-generated responses and actions. Track and analyze workforce management (WFM) and quality assurance (QA) key performance indicators (KPIs) and generating reports. Providing insights on staffing and quality performance trending. Supporting compliance and audit readiness. Partnering with training operational teams on performance improvement programs. Licensing/Certification None required Education Bachelor’s degree in Business Administration, Statistics, Mathematics, IT, Healthcare Administration, or related field required Work Experience 3+ years of contact center (voice and non-voice) experience, required 3+ years of quality assurance/monitoring & WEM experience (required). 2+ years’ experience with Genesys Cloud or other WFM platforms, required Experience with ServiceNow, preferred Training Six Sigma/Lean training and/or experience, preferred Language Not applicable. Patient Population Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.​ Neonates (0-4 weeks) Infant (1-12 months) Pediatrics (1-12 years) Adolescents (13-17 years) Adults (18-64 years) Geriatrics (65 years and older) X Not applicable to this position Working Conditions - Mark selections with an "X": This section addresses the physical environment in which the employee will perform the work. Please identify ALL working conditions that apply to the role. X Periods of high stress and fluctuating workloads may occur. X Long-distance or air travel as needed- not to exceed 10% travel. X General office environment. May be exposed to high noise levels and bright lights. May be exposed to physical altercations and verbal abuse. May be exposed to limited hazardous substances or body fluids.* May be required to use physical restraints. May be exposed to human blood and other potentially infectious materials.* May be exposed to adverse weather conditions; cold, hot, dust, wind, etc. X May have periods of constant interruptions. Required to car travel to off-site locations, occasionally in adverse weather conditions. Prolonged periods of working alone. ____ Other: ____ Not applicable to this position * 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 - Mark selections with an "X": This section addresses the physical demands and work position of the associate in the role. Please identify the frequencies for ALL physical requirements for each physical demand and work position below. ​ 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 - Mark selections with an "X": This section addresses the additional physical requirements/hazards on the associate in the role. Please identify ALL additional physical requirements/hazards. Physical Requirements - Select if a physical requirement for this job. Manual dexterity (eye/hand coordination) Perform shift work Maneuver weight of patients X Hear alarms/telephone/audio recordings Reach above shoulder X Repetitive arm/hand movements Finger Dexterity Color Vision Acuity – far Acuity – near ____ Not applicable to this position Hazards - Select if a potential hazard for this job. Depth perception Use of Latex products Exposure to toxic/caustic/chemicals/detergents Exposure to moving mechanical parts Exposure to dust/fumes Exposure to potential electrical shock Exposure to x ray/electromagnetic energy Exposure to high pitched noises Gaseous risk exposure Other: _X___ Not applicable to this position Skills Skills are demonstrable attributes required for competent and proficient performance of work activities within a job (with or without reasonable accommodation). These are “need to have”, not “nice to have”, attributes that a candidate must possess. If you think a skill is something that you will train to, it's NOT a "need to have". Skills should be written with concise, impactful phrasing. Please include both the “hard”/functional/clinical skills and the “soft”/personal/interpersonal skills. Aim for around 10 soft skills and 10 hard skills . The skills are critical data because Workday is building out future functionality around skills. The skills you enter here will enable the machine-matching of associate and candidate skills to job openings based on the skills you assign here to the job profile. Prioritize the specialized, unique skills that make this job different from others. Functional / Technical Skills (Hard Skills) Proficiency in Genesys Cloud WEM (Workforce Engagement Management) for forecasting, scheduling, and real-time management Experience with quality assurance monitoring tools and evaluation frameworks (call, chat, email) Strong ability to analyze contact center KPIs (SLA, service level, AHT, adherence, occupancy) Advanced data analysis and reporting skills using Excel (pivot tables, formulas, dashboards) Ability to develop and maintain WFM and QA processes, scorecards, and documentation Experience with contact center reporting platforms (Genesys, ServiceNow, or similar) Knowledge of capacity planning and staffing models within a contact center environment Familiarity with compliance and audit standards in healthcare or regulated industries Ability to perform trend analysis and performance insights generation Working knowledge of continuous improvement methodologies (Lean, Six Sigma concepts) Strong Excel and reporting skills Behavioral / Leadership Skills (Soft Skills) Strong analytical and critical thinking skills Excellent communication skills (data storytelling and insight presentation) Ability to collaborate cross-functionally with operations, training, and technology teams Strong attention to detail and accuracy Effective time management and prioritization skills Ability to influence performance improvement without direct authority Strong problem-solving mindset with focus on root cause analysis Adaptability in a fast-paced, high-volume contact center environment High level of accountability and ownership of results Continuous improvement mindset with a focus on enhancing customer and agent experience 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.