Manager, Nursing Experience – Support Services

Jobtailor; Brentwood (TN); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced operations leader to direct day-to-day shift management in a 24/7 contact center. You will oversee coverage, queue health, workload distribution, and escalations while coaching Shift Leaders and agents.

You will align staffing with forecasted demand, analyze real-time data, improve forecasting, and drive performance across metrics, ensuring adherence and service levels meet client requirements.

Qualifications

• 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

Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders 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
• 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
• 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 staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management
• Maintain leadership presence, recognize performance, address issues, and build leadership depth through development and succession planning
• Standardize workflows, 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

Workforce Management

Contact Center Operations

Performance Reporting

Leadership Development

Analytical Skills

Education

Bachelor’s degree in business, healthcare administration, operations, management, or related field

Job description

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders 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


• 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


• 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 staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management


• Maintain leadership presence, recognize performance, address issues, and build leadership depth through development and succession planning


• Standardize workflows, 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

Requirements

• 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

Core Competencies

Demonstrates expertise in managing contact center operations, workforce management, and performance reporting while effectively leading teams and improving processes. Strong ability to analyze data and implement staffing strategies aligned with operational priorities and client requirements.

Highest-signal resume keywords

• Workforce Management


• Contact Center Operations


• Performance Reporting


• Leadership Development


• Analytical Skills

ATS Optimization Keywords

Hard Skills

• Queue Management


• Real-Time Operations


• Data Analysis


• Process Improvement


• Staffing Strategies

Soft Skills

• Coaching


• Communication


• Relationship-Building


• Problem-Solving

Industry Keywords

• Healthcare Administration


• Operations Management


• Service Level Monitoring


• Occupancy Management


• Change Management