Senior Workforce Analyst
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Job Description
Senior Workforce Analyst improving forecasting, budgeting, and capacity planning for CenterWell Pharmacy’s home-delivery and specialty pharmacy operations. Standardizing WFM practices across clinical pharmacy departments.
Responsibilities:
- Own long-term demand forecasting for assigned departments using prescription volume, contact drivers, handle time, and shrinkage assumptions
- Build and maintain rolling capacity plans at site, vendor, and skill levels
- Balance hiring plans, attrition, training pipelines, and occupancy targets against monthly and seasonal demand
- Drive the annual budgeting and planning cycle with Finance
- Align workforce cost projections with department budgets
- Produce budget-versus-actual variance and attribution analysis
- Lead monthly capacity reviews with Operations and Finance stakeholders
- Present hiring plans, surface risks, and secure alignment on trade-offs
- Refine forecasting methodologies and strengthen assumption governance
- Document planning standards and improve analytical maturity
- Partner with Operations, Finance, HR/Talent Acquisition, Training, and vendor partners
- Mentor planning analysts and champion consistent, repeatable planning standards
Requirements:
- 5 or more years of workforce management experience with direct ownership of forecasting or capacity planning in a contact center, pharmacy, healthcare, or comparable operations environment
- Demonstrated experience building long-term forecasts and capacity plans covering headcount, hiring, attrition, shrinkage, or occupancy
- Experience supporting budgeting cycles and producing variance or attribution analysis
- Advanced Excel skills, including modeling and Power Query or similar
- Comfort working with large operational datasets
- Excellent communication skills and ability to present plans and trade-offs clearly to operations leaders and executives
- Ability to work independently, manage competing priorities, and drive stakeholder alignment without direct authority
- Pharmacy workforce planning experience is preferred
- Bachelor's degree is preferred
- Experience in home-delivery, specialty, or retail pharmacy operations is preferred
- Familiarity with WFM platforms such as Verint, NICE IEX, Genesys, or Calabrio is preferred
- Familiarity with BI tools such as Power BI or Tableau is preferred
- Experience with SQL, Python, or R for forecasting and analysis is preferred
- Exposure to Erlang-based staffing models, simulation, or statistical forecasting methods is preferred
- Experience in a centralized/COE workforce planning model supporting multiple business units is preferred
- Minimum download speed of 25 Mbps and upload speed of 10 Mbps
- Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information
Benefits:
- Bonus incentive plan based on company and/or individual performance
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Personal wellness and smart healthcare decision support
- Remote work arrangement
- Team summits and site visits
- Professional mentoring and development through sharing expertise and planning standards
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