Senior Workforce Analyst
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We're looking for a Senior workforce planning analyst to own and elevate our forecasting, budgeting, and capacity planning practices. This is a high-visibility role on a centralized Workforce management (WFM) Planning team supporting multiple pharmacy departments. You won't just run the models — you'll improve them, standardize them, and help define what best-in-class workforce planning is for a clinical pharmacy operation.
CenterWell Pharmacy is one of the nation's largest home-delivery and specialty pharmacies, serving millions of members with safe, convenient, and affordable access to medications. Behind every prescription filled on time is a workforce plan that put the right people, with the right skills, in the right place — and that's where you come in.
What you'll do
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Own long-term demand forecasting for assigned departments — translating prescription volume, contact drivers, handle time, and shrinkage assumptions into defensible workload and headcount projections across pharmacists, pharmacy technicians, and support roles
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Build and maintain rolling capacity plans at the site, vendor, and skill level — balancing hiring plans, attrition, training pipelines, and occupancy targets against monthly and seasonal demand
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Drive the annual budgeting and planning cycle , partnering with Finance to align workforce cost projections with department budgets, and producing budget-vs-actual variance analysis that explains why results moved, not just that they did
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Lead monthly capacity reviews with operations and finance stakeholders — presenting hiring plans, surfacing risks early, and securing alignment on trade-offs
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Improve the practice itself: refine forecasting methodologies, strengthen assumption governance, document standards, and raise the analytical maturity of how we plan
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Partner cross-functionally with Operations, Finance, HR/Talent Acquisition, Training, and vendor partners to ensure plans are executable — not just mathematically sound
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Mentor and influence — share expertise with planning analysts across the team and champion consistent, repeatable planning standards
Use your skills to make an impact
Required Qualifications
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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
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Demonstrated experience building long-term forecasts and capacity plans (headcount, hiring, attrition, shrinkage, or occupancy) - not just schedule administration
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Strong financial skills: experience supporting budgeting cycles and producing variance/attribution analysis
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Advanced Excel skills (modeling, Power Query, or similar); comfort working with large operational datasets
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Excellent communication skills — able to present plans and trade-offs clearly to operations leaders and executives
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Proven ability to work independently, manage competing priorities, and drive alignment across stakeholders without direct authority
Preferred Qualifications
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Pharmacy workforce planning experience — especially in clinical services environments planning for pharmacists and pharmacy technicians , where licensure, clinical ratios, and regulatory requirements shape capacity decisions
- Bachelor's degree
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Experience in home-delivery, specialty, or retail pharmacy operations
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Familiarity with WFM platforms (e.g., Verint, NICE IEX, Genesys, Calabrio) and BI tools (Power BI, Tableau)
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Experience with SQL, Python, or R for forecasting and analysis
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Exposure to Erlang-based staffing models, simulation, or statistical forecasting methods
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Experience operating in a centralized/COE workforce planning model supporting multiple business units
Additional Information
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Work style: Remote, with occasional travel for team summits and site visits
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Schedule: Standard business hours, with flexibility during peak planning cycles