We’re not looking for someone to maintain the status quo—we’re looking for someone to challenge it, evolve it, and elevate it.As Manager, Workforce Strategy & Management, you will lead the transformation of WFM operations in a 24/7 healthcare contact center—shaping how we deliver exceptional patient and nursing experiences at scale. This role blends strategic thinking, people leadership, operational innovation, and business execution and is ideal for someone who thrives in fast-moving environments and isn’t afraid to drive meaningful change.What You’ll Drive:Workforce Strategy & InnovationReimagine workforce planning by designing modern, scalable strategies that align with customer experience (CX) outcomesIdentify and implement new ideas, tools, and approaches that improve efficiency, flexibility, and experienceChallenge legacy processes and introduce innovative ways of working, scheduling, and managing. Creative Problem Solving & Continuous ImprovementBring a mindset of curiosity and experimentation—you don’t settle for “how it’s always been done”Proactively identify opportunities to improve forecasting, scheduling, and real-time operationsLead initiatives that drive measurable improvements in service, cost, and employee / nursing experienceLead the development and definition of operational processes to establish department playbooks for teams and roles People Leadership & Team DevelopmentLead, coach, and develop a high-performing workforce teamInspire a culture of ownership, accountability, and innovative thinkingElevate the team from task execution to strategic partnership and influenceCreate an environment where new ideas are encouraged, tested, and scaledOperational LeadershipOwn forecasting, capacity planning, scheduling strategy, and real-time performance across a complex 24/7 nursing and support operationEnsure the organization is prepared for variability, growth, and unexpected demandMake confident, data-driven decisions in real time to protect service levels, nurse team satisfaction, and patient experienceData-Driven Insights & StrategyUse data to uncover trends, risks, and opportunities—and turn them into actionable strategiesDrive improvements in forecast accuracy, workforce utilization, staffing alignment, and service responsivenessIntroduce new ways to measure success beyond traditional workforce management metricsWhat Success Looks LikeWorkforce strategy is proactive, scalable, and aligned to customer experience (CX) outcomesNew ideas and innovations are consistently introduced and adoptedThe workforce management function is seen as a strategic, forward-thinking partnerTeam members are engaged, empowered, and operating at a high levelMeasurable improvements in both operational performance and employee experienceNursing team retention is highest in the industry and our nursing workforce is fully supported during their shiftsRequirementsWho You AreA strategic thinker and builder who thrives on creating and improving systemsA high-energy leader who isn’t afraid to challenge the norm and push for betterPassionate about developing people and building strong, engaged teamsComfortable with ambiguity and energized by driving change in fast-paced environmentsNaturally curious, proactive, and solutions-orientedRequired Education: Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered. WFM certification/training preferred.Required Experience:5+ years of workforce management experience in a contact center or service operations environment.2+ years of leadership experience managing workforce, scheduling, forecasting, or real-time teams.Experience supporting a 24x7 operation with complex staffing coverage requirements.Strong experience with forecasting, scheduling, capacity planning, and real-time management.Advanced analytical skills with the ability to translate data into strategy and actionExperience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systemsPreferredHealthcare or clinical operations experienceExperience leading transformational or innovation-driven initiativesFamiliarity with BI tools (Power BI, Tableau, etc.)Why This Role is DifferentYou won’t just manage workforce, you’ll transform how it operatesYou’ll have the autonomy to bring new ideas to life and see them implementedYou’ll directly impact both patient care and employee experienceYou’ll lead a team while shaping the future of CX operationsBenefitsThis will be a full-time, salaried position based out of our Nashville office. You will be eligible for the full-time suite of benefits for salaried employees including medical, dental, vision, 15 days of PTO, and the opportunity to participate in the 401k program with a company match.
We’re not looking for someone to maintain the status quo—we’re looking for someone to challenge it, evolve it, and elevate it.
As Manager, Workforce Strategy & Management, you will lead the transformation of WFM operations in a 24/7 healthcare contact center—shaping how we deliver exceptional patient and nursing experiences at scale. This role blends strategic thinking, people leadership, operational innovation, and business execution and is ideal for someone who thrives in fast-moving environments and isn’t afraid to drive meaningful change.
What You’ll Drive:
Workforce Strategy & Innovation
- Reimagine workforce planning by designing modern, scalable strategies that align with customer experience (CX) outcomes
- Identify and implement new ideas, tools, and approaches that improve efficiency, flexibility, and experience
- Challenge legacy processes and introduce innovative ways of working, scheduling, and managing.
Creative Problem Solving & Continuous Improvement
- Bring a mindset of curiosity and experimentation—you don’t settle for “how it’s always been done”
- Proactively identify opportunities to improve forecasting, scheduling, and real-time operations
- Lead initiatives that drive measurable improvements in service, cost, and employee / nursing experience
- Lead the development and definition of operational processes to establish department playbooks for teams and roles
People Leadership & Team Development
- Lead, coach, and develop a high-performing workforce team
- Inspire a culture of ownership, accountability, and innovative thinking
- Elevate the team from task execution to strategic partnership and influence
- Create an environment where new ideas are encouraged, tested, and scaled
Operational Leadership
- Own forecasting, capacity planning, scheduling strategy, and real-time performance across a complex 24/7 nursing and support operation
- Ensure the organization is prepared for variability, growth, and unexpected demand
- Make confident, data-driven decisions in real time to protect service levels, nurse team satisfaction, and patient experience
Data-Driven Insights & Strategy
- Use data to uncover trends, risks, and opportunities—and turn them into actionable strategies
- Drive improvements in forecast accuracy, workforce utilization, staffing alignment, and service responsiveness
- Introduce new ways to measure success beyond traditional workforce management metrics
What Success Looks Like
- Workforce strategy is proactive, scalable, and aligned to customer experience (CX) outcomes
- New ideas and innovations are consistently introduced and adopted
- The workforce management function is seen as a strategic, forward-thinking partner
- Team members are engaged, empowered, and operating at a high level
- Measurable improvements in both operational performance and employee experience
- Nursing team retention is highest in the industry and our nursing workforce is fully supported during their shifts
Requirements
Who You Are
- A strategic thinker and builder who thrives on creating and improving systems
- A high-energy leader who isn’t afraid to challenge the norm and push for better
- Passionate about developing people and building strong, engaged teams
- Comfortable with ambiguity and energized by driving change in fast-paced environments
- Naturally curious, proactive, and solutions-oriented
Required Education:
- Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
- WFM certification/training preferred.
Required Experience:
- 5+ years of workforce management experience in a contact center or service operations environment.
- 2+ years of leadership experience managing workforce, scheduling, forecasting, or real-time teams.
- Experience supporting a 24x7 operation with complex staffing coverage requirements.
- Strong experience with forecasting, scheduling, capacity planning, and real-time management.
- Advanced analytical skills with the ability to translate data into strategy and action
- Experience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systems
Preferred
- Healthcare or clinical operations experience
- Experience leading transformational or innovation-driven initiatives
- Familiarity with BI tools (Power BI, Tableau, etc.)
Why This Role is Different
- You won’t just manage workforce, you’ll transform how it operates
- You’ll have the autonomy to bring new ideas to life and see them implemented
- You’ll directly impact both patient care and employee experience
- You’ll lead a team while shaping the future of CX operations
Benefits
This will be a full-time, salaried position based out of our Nashville office. You will be eligible for the full-time suite of benefits for salaried employees including medical, dental, vision, 15 days of PTO, and the opportunity to participate in the 401k program with a company match.
IntellaTriage specializes in delivering quality care to your patients and their families. On average our nurses have over 15 years experience. Their knowledge of hospice and triage coupled with the proven ability to provide excellent care over the phone relieves your staff of after-hours support and staff burn-out.At IntellaTriage we know that our most important resources are our staff. IntellaTriage utilizes state-of-the-art technology that enables our staff to work anywhere in the USA with the use of a dedicated computer and high speed internet access.
IntellaTriage specializes in delivering quality care to your patients and their families. On average our nurses have over 15 years experience. Their knowledge of hospice and triage coupled with the proven ability to provide excellent care over the phone relieves your staff of after-hours support and staff burn-out.
At IntellaTriage we know that our most important resources are our staff. IntellaTriage utilizes state-of-the-art technology that enables our staff to work anywhere in the USA with the use of a dedicated computer and high speed internet access.
