Resource Management Analyst

Requisition 47558 · Full Time · COMMUNITY HEALTH division · Salaried · Business/Professional · M–F 10:30 am–7:30 pm · Day shift · Northwest/Iona Reed Health Center

About the Company

JPS Health Network is a $950 million, tax‑supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital‑based family medical residency program in the nation. The health network employs more than 7,200 people. Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network, with specialties ranging from primary care to general surgery and trauma.

Why JPS? We're More Than a Hospital. We're 7,200 Of The Most Dedicated People You Could Ever Meet. Our Goal Is To Make Sure The People Of Our Community Get The Care They Need And Deserve. As Community Stewards, We Abide By Three Rules Of The Road: Own it. Everyone who wears the JPS badge contributes to our journey to excellence. Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity. Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion — key components of our everyday experience at JPS.

Job Summary

The Resource Management Analyst is responsible for short and long term monitoring of team members for planning, forecasting, scheduling and real time resource management of in‑center and remote advisors. This position will support continuous improvement efforts as well as operational leadership to ensure daily service level metrics and business goals are met.

Responsibilities

• Monitors workforce volumes and makes real time adjustments for efficiency improvements to meet metrics established by leadership.
• Monitors and redirects inbound traffic of calls if necessary.
• Monitors agent call statuses and responds if agents are stuck on a status or on long break times.
• Works to maintain a collaborative and cooperative working relationship with staff and departments within areas supported.
• Monitors reports to measure outcomes and operational functions and ensures transparency of real time and future workforce forecasting.
• Ensures quality of the service provided by maintaining current knowledge of department resources, developing and monitoring performance indicators and service delivery measurements.
• Provides recommendations to increase efficiency and staff strategies that support multi‑skilled customer call center to direct leader.
• Runs reports and provides data for forecasting.

Job description is not an all‑inclusive list of duties and may be subject to change with or without notice. Staff are expected to perform other duties as assigned.

Requirements

• High School Diploma, GED or equivalent.
• 6 plus months of experience working in or supporting call center operations.
• 6 months of workforce management scheduling and/or forecasting.

Preferred Qualifications

• Bachelor’s degree in Business, Statistics or related field.
• 5 plus years of experience in a hospital business or call center environment.
• Workforce Management software experience.

Location

401 Stribling Drive, Azle, Texas 76020, United States