Resource Management Analyst

JPS Health Network • Azle, TX

1d

About The Position

The Resource Management Analyst monitors team members in the short and long term to support planning, forecasting, scheduling, and real-time resource management for in-center and remote advisors. The position supports continuous improvement and operational leadership to help meet daily service-level metrics and business goals. Duties may change, and the employee may be assigned other responsibilities.

Requirements

• High school diploma, GED, or equivalent.
• At least 6 months of experience working in or supporting call center operations.
• At least 6 months of workforce management scheduling and/or forecasting experience.

Nice To Haves

• Bachelor’s degree in Business, Statistics, or a related field.
• At least 5 years of experience in a hospital business or call center environment.
• Experience with workforce management software.

Responsibilities

• Monitor workforce volumes and make real-time adjustments to improve efficiency and meet leadership-established metrics.
• Monitor and redirect inbound call traffic when necessary.
• Monitor agent call statuses and respond when agents are stuck in a status or take long breaks.
• Maintain collaborative and cooperative working relationships with staff and departments in supported areas.
• Monitor reports to measure outcomes and operational functions, and provide transparency into real-time and future workforce forecasting.
• Maintain current knowledge of department resources and develop and monitor performance indicators and service-delivery measurements to support service quality.
• Recommend efficiency improvements and staffing strategies for the multi-skilled customer call center to the direct leader.
• Run reports and provide data for forecasting.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED