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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.
Job Responsibility:
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