Manager, Contact Center Support Operations (CX)

Join a mission-driven organization dedicated to delivering exceptional healthcare support 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. Position Summary 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. 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. Benefits 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. #J-18808-Ljbffr NurseLine is now IntellaTriage