Manager, Contact Center Support Operations (CX)

IntellaTriage; Brentwood (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO accrual

401(k) plan

Health insurance

Job summary

IntellaTriage seeks a seasoned Manager, Nursing Experience Support Services to lead non-clinical teams supporting a remote triage nursing operation 24/7. You will oversee Shift Leaders who coordinate real-time nursing operations and agents handling admin tasks, information, follow-up, and issue resolution.

The role requires urgency, sound judgment, and action bias; you will build accountable teams, anticipate problems, and drive work to completion while delivering exceptional nurse support

Qualifications

• Bachelor's degree or equivalent leadership experience.
• 5+ years of progressive leadership in contact center operations, healthcare operations, or similar fast-paced service environment.
• At least 3 years leading supervisors, team leads, or multiple operational teams.
• Working knowledge of workforce management, queue management, contact center metrics, real-time operations, and performance reporting.
• Strong analytical, communication, coaching, relationship-building, and problem-solving skills.

Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders actively manage coverage, queues, workload distribution, breaks, attendance issues, and escalations.
• Monitor service level, speed of answer, abandonment, queue health, occupancy, adherence, productivity, and response time; intervene quickly when performance or service continuity is at risk.
• Lead operational response during staffing instability, volume surges, client launches, severe weather, system outages, and other disruptions.
• Coach and develop Shift Leaders and support agents while establishing clear expectations for service, accountability, communication, decision-making, and follow-through.
• Align staffing decisions with forecasted demand, nurse qualifications, client requirements, and operational priorities.
• Translate real-time conditions into staffing actions, including schedule adjustments, redeployment, coverage requests, and escalation of unresolved gaps.
• Identify recurring staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management.
• Maintain an engaged leadership presence, recognize strong performance, address issues promptly, and build leadership depth through development and succession planning.
• Standardize work flows, job aids, escalation practices, communication routines, and management processes across teams and shifts.
• Use data, frontline feedback, root-cause analysis, technology, and automation to reduce manual work and prevent recurring problems.
• Partner with Nursing Leadership and Quality when concerns require clinical review while keeping the support team within its non-clinical scope.

Skills

Leadership experience

Workforce management

Real-time operations

Performance reporting

Analytical skills

Communication skills

Coaching leaders

Education

Bachelor's degree in business/healthcare/operations

Job description

Why Join IntellaTriage?

• Join a mission-driven organization dedicated to delivering exceptional healthcare support services.
• Build a strong foundation in healthcare compliance and operations.
• Gain experience with regulatory compliance, audit support, and operational excellence.
• Work alongside experienced leaders committed to professional development.
• Explore opportunities for career growth within Compliance, Quality, and Operations.

The Manager, Nursing Experience Support Services leads the non-clinical teams that keep a remote triage nursing operation organized, responsive, and supported across every shift. This leader oversees Shift Leaders who coordinate real-time nursing operations and non-clinical agents who assist nurses with administrative tasks, information, follow-up, and issue resolution.

This is a visible, hands-on role for an energetic and self-motivated leader who brings urgency, sound judgment, and a strong bias for action. The successful candidate builds accountable teams, anticipates operational problems, and drives work through completion while creating an exceptional support experience for nurses.

Key Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders actively manage coverage, queues, workload distribution, breaks, attendance issues, and escalations.
• Monitor service level, speed of answer, abandonment, queue health, occupancy, adherence, productivity, and response time; intervene quickly when performance or service continuity is at risk.
• Lead operational response during staffing instability, volume surges, client launches, severe weather, system outages, and other disruptions.
• Coach and develop Shift Leaders and support agents while establishing clear expectations for service, accountability, communication, decision-making, and follow-through.
• Align staffing decisions with forecasted demand, nurse qualifications, client requirements, and operational priorities.
• Translate real-time conditions into staffing actions, including schedule adjustments, redeployment, coverage requests, and escalation of unresolved gaps.
• Identify recurring staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management.
• Maintain an engaged leadership presence, recognize strong performance, address issues promptly, and build leadership depth through development and succession planning.
• Standardize work flows, job aids, escalation practices, communication routines, and management processes across teams and shifts.
• Use data, frontline feedback, root-cause analysis, technology, and automation to reduce manual work and prevent recurring problems.
• Partner with Nursing Leadership and Quality when concerns require clinical review while keeping the support team within its non-clinical scope.

• Bachelor's degree in business, healthcare administration, operations, management, or a related field; equivalent leadership experience may be considered.
• Five or more years of progressive leadership experience in contact center operations, healthcare operations, workforce management, or a similarly fast-paced service environment.
• At least three years leading supervisors, team leads, or multiple operational teams.
• Working knowledge of workforce management, queue management, contact center metrics, real-time operations, and performance reporting.
• Demonstrated success developing leaders, improving processes, managing change, and holding teams accountable for results.
• Strong analytical, communication, coaching, relationship-building, and problem-solving skills.

• Full time salaried position, compensation BOE.
• All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year).
• All part-time and full-time employees are eligible to participate in our 401(k) plan.
• Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.