The Resource Analyst, in collaboration with leaders, maximizes resource efficiency through the end to end resource cycle from schedule creation through precise placement assuring the right person is at the right place at the right time. Analyzes call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner. Creates reports to be used for capacity planning within the call center. Coordinates with other departments when outages occur and calls must be redirected.
Hours: Full-time - 3 - 12 hour shifts.
Responsibilities and Essential Job Functions
Maximizing Core Staff
• Collaborates with leaders to maximize core staff resources by developing effective schedules.
• Reviews core staff schedule to identify gaps and critical needs.
• Communicates with leaders on strategies to fill gaps and critical needs.
• Analyzes metrics to identify, plan and implement opportunities to improve during next schedule period.
Maximizing Contingency Staff
• Analyzes contingency staffing needs across schedule period and healthcare system.
• Identifies gaps based on priority levels and workload ratios.
• Analyzes immediate priority gaps based upon predicted census.
• Proactively recruits contingency staff focusing on immediate recruitment efforts with contingency staff most likely to fill the need.
Resource Planning and Deployment
• Communicates critical staffing needs to leaders.
• Analyzes available resources for most efficient placement based on enterprise, peer-department and individual department demand.
• Collaborates with leaders to finalize placement recommendations.
• Deploys core and contingency staff based on demand, skill mix and peer group gaps.
• Cancels or reduces staff, if necessary, based on business rules and policy.
• Reviews outcomes and collaborates on opportunities to improve resource placement decisions.
• Maintains the proper level of confidentiality and professionalism in all interactions.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
Required Education and Experience
High School Graduate or GED.
1 or more years Office experience
Preferred Education and Experience
Associates Degree
Bachelors Degree
2 or more years Office experience
Knowledge Requirements
Ability to work with computer software
Strong computer skills
Time Type:
Full time
Job Requisition ID:
R-46790
Important information for you to know as you apply:
The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion.
The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link