Manager, Workforce Management

IntellaTriage•Brentwood, TN

15h•Onsite

About The Position

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

Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
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

Nice To Haves

WFM certification/training preferred.
Healthcare or clinical operations experience
Experience leading transformational or innovation-driven initiatives
Familiarity with BI tools (Power BI, Tableau, etc.)

Responsibilities

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.
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
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
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
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