Manager, Workforce Strategy & Management

IntellaTriage • Brentwood, TN

4d • 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 workforce 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.

Requirements

• Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
• WFM certification/training preferred.
• 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

• Healthcare or clinical operations experience
• Experience leading transformational or innovation-driven initiatives
• Familiarity with BI tools (Power BI, Tableau, etc.)

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees