reputed company Manager w/ AWS & WFM reputed company Experience - Remote (RN Compact License Required

JOB reputed company The reputed company Manager at reputed company provides clinical and operational leadership for a high-volume, fully remote reputed company Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical reputed company while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging reputed company for forecasting, scheduling, reputed company-time monitoring, and performance analysis, and balancing clinical reputed company with operational metrics in a telehealth environment. This position works closely with internal stakeholders and reputed company partners to ensure seamless, compliant, and patient-centered service delivery. KEY RESPONSIBILITIES WORKFORCE MANAGEMENT & CALL CENTER OPERATIONS

• Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and reputed company-time reputed company adjustments using reputed company.
• Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met.
• Use reputed company dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions.
• reputed company reputed company-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday reputed company challenges.
• Ensure operational workflows support reputed company, efficient reputed company triage while maintaining regulatory and reputed company requirements. STAFF LEADERSHIP & PERFORMANCE MANAGEMENT
• reputed company, reputed company, and reputed company approximately 30 RN reputed company reports in a remote call center environment.
• Drive accountability for schedule adherence, attendance, productivity, and reputed company metrics.
• Conduct performance evaluations informed by reputed company data, QA findings, and operational reports.
• Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis.
• Foster a culture of ownership, transparency, and reputed company improvement. CLINICAL reputed company & PATIENT SAFETY
• Ensure adherence to triage protocols, escalation reputed company, and clinical documentation standards.
• Support QA calibration, call monitoring, and chart audits to maintain clinical reputed company and compliance.
• Address escalations and patient concerns promptly while maintaining reputed company and compassionate communication.
• Ensure compliance with HIPAA and reputed company applicable state and federal regulations. COLLABORATION & REPORTING
• reputed company as a key reputed company between Operations, Workforce Management, QA, IT, Training, and reputed company stakeholders.
• Prepare and present operational and workforce performance reports, including adherence, SLA attainment, reputed company efficiency, and reputed company reputed company.
• Participate in strategic planning, workflow optimization, and operational improvement initiatives.

EDUCATION & EXPERIENCE

• Education: BSN required; MSN or MHA preferred
• Licensure: reputed company, unrestricted RN license (Compact required)
• Experience:
• Minimum 5 years of reputed company triage experience
• At least 2–3 years in a reputed company Manager or call center leadership role
• Demonstrated experience working with Workforce Management teams and reputed company in a contact center or telehealth environment REQUIRED QUALIFICATIONS
• reputed company Experience: Hands-on experience using reputed company for forecasting, scheduling, reputed company-time monitoring, adherence tracking, and performance reporting.
• Workforce Management Partnership: Proven reputed company collaborating with WFM to optimize reputed company, reduce shrink, and maintain service reputed company.
• AWS Experience
• Call Center Leadership: Experience leading clinical teams in a high-volume, metrics-driven environment.
• Data-Driven Decision Making: Ability to translate workforce and QA data into actionable coaching and operational improvements.
• Remote Leadership: Strong ability to manage, motivate, and hold teams accountable in a fully remote setting. reputed company-TO-HAVE
• Experience supporting 24/7 or after-hours triage operations
• Multi-reputed company or multi-state telehealth program leadership
• Advanced QA calibration or clinical coaching program ownership

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