Nurse Manager w/ AWS & WFM Calabrio Experience - Remote (RN Compact License Required

JOB SUMMARY The Nurse Manager at Call 4 Health provides clinical and operational leadership for a high-volume, fully remote Nurse Triage call center. This role is accountable for driving workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses. The ideal candidate brings deep experience partnering with Workforce Management (WFM), leveraging Calabrio for forecasting,

scheduling, real-time monitoring, and performance analysis, and balancing clinical excellence with operational metrics in a telehealth environment. This position works closely with internal stakeholders and client 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 real-time staffing adjustments using Calabrio.
• Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met.
• Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions.
• Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges.
• Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements. STAFF LEADERSHIP & PERFORMANCE MANAGEMENT * Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment.
• Drive accountability for schedule adherence, attendance, productivity, and quality metrics.
• Conduct performance evaluations informed by Calabrio 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 continuous improvement. CLINICAL QUALITY & PATIENT SAFETY * Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards.
• Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance.
• Address escalations and patient concerns promptly while maintaining professional and compassionate communication.
• Ensure compliance with HIPAA and all applicable state and federal regulations. COLLABORATION & REPORTING * Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders.
• Prepare and present operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes.
• Participate in strategic planning, workflow optimization, and operational improvement initiatives.

EDUCATION & EXPERIENCE * Education: BSN required; MSN or MHA preferred * Licensure: Active, unrestricted RN license (Compact required) * Experience:
• Minimum 5 years of nurse triage experience * At least 2–3 years in a Nurse Manager or call center leadership role * Demonstrated experience working with Workforce Management teams and Calabrio in a contact center or telehealth environment REQUIRED QUALIFICATIONS * Calabrio Experience: Hands-on experience using Calabrio for forecasting, scheduling, real-time monitoring, adherence tracking, and performance reporting.
• Workforce Management Partnership: Proven success collaborating with WFM to optimize staffing, reduce shrink, and maintain service levels.
• 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. NICE-TO-HAVE * Experience supporting 24/7 or after-hours triage operations * Multi-client or multi-state telehealth program leadership * Advanced QA calibration or clinical coaching program ownership