Manager, Contact Center Support Operations (CX)
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, Contact Center Support Operations 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.
· 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.
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.
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