Strategic Ops Planning Analyst

JPS Health Network is a $950 million, tax‑supported healthcare system in North Texas with 582 licensed beds across more than 25 locations. The Acclaim Multispecialty Group, its medical practice arm, includes over 300 providers covering specialties from primary care to trauma surgery. The organization’s mission is to deliver high‑quality, compassionate clinical care for every patient, every time.

Job Summary

The Strategic Operations Planning Analyst monitors short‑ and long‑term workforce planning, forecasting, scheduling, and real‑time resource management for in‑center and remote advisors. The role supports continuous‑improvement initiatives and works with operational leadership to meet daily service‑level metrics and business goals.

Responsibilities

• Monitor workforce volumes and make real‑time adjustments to improve efficiency and meet leadership‑defined metrics.
• Redirect inbound call traffic when necessary.
• Watch agent call statuses and intervene when agents are stuck or on extended breaks.
• Maintain collaborative relationships with staff and other departments.
• Track and report on outcomes and operational functions, ensuring transparency for current and future workforce forecasting.
• Maintain quality of service by staying current on department resources, developing performance indicators, and measuring service delivery.
• Provide recommendations to increase efficiency and support multi‑skilled call‑center staffing strategies.
• Run reports and supply data for forecasting purposes.
• Perform other duties as assigned.

Qualifications

Required Qualifications:

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

Preferred Qualifications:

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

Schedule

Hours worked: 10:30 am – 7:30 pm (on‑site three days at Azle/Main St. locations). Day shift.

Location

401 Stribling Drive, Azle, Texas 76020, United States.