Manager, Nursing Experience – Support Services

IntellaTriage

Manager leading hybrid support teams for IntellaTriage’s remote healthcare triage operation. Improving staffing, queues, performance, and non-clinical support across 24/7 nursing services.

Posted 8/5/2026full-timeBrentwood • Tennessee • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

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 ManagementContact Center OperationsPerformance ReportingLeadership DevelopmentAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Queue ManagementReal-Time OperationsData AnalysisProcess ImprovementStaffing Strategies

Soft Skills

CoachingCommunicationRelationship-BuildingProblem-Solving

Industry Keywords

Healthcare AdministrationOperations ManagementService Level MonitoringOccupancy ManagementChange Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Full time salaried position
PTO accumulation for part-time and full-time employees, based on hours worked per year
Eligibility for all part-time and full-time employees to participate in the 401(k) plan
Medical, dental, vision, and/or supplemental insurances for full-time employees
Professional development opportunities
Opportunities for career growth within Compliance, Quality, and Operations