Command Center Analyst

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 Analyst

Job summary

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 functions

• Develop, implement and maintain quality of Genesys Cloud Workforce Engagement Management (WEM) processes and procedures.

• Forecasting, scheduling, and real-time management using Genesys Cloud Workforce Engagement Management (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.

Education

• Bachelor’s degree in business administration, statistics, mathematics, IT, healthcare administration, or any related fields (required)

Experience

• 3+ years of contact center (voice and non-voice) experience (required)

• 3+ years of quality assurance/monitoring & Workforce Engagement Management (WEM) experience (required)

• 2+ years of experience with Genesys Cloud or other Workforce Management (WFM) platforms (required)

• Experience with ServiceNow (preferred)

Skills and abilities

Functional / Technical Skills (Hard Skills)

• Proficiency in Genesys Cloud Workforce Engagement Management (WEM) 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

Training

• Six Sigma/Lean training and/or experience (preferred)





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.