Senior Workforce Analyst

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.

Center Well 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.

• 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

• 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

• 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

• Lead monthly capacity reviews with operations and finance stakeholders — presenting hiring plans, surfacing risks early, and securing alignment on trade‑offs

• Improve the practice itself: refine forecasting methodologies, strengthen assumption governance, document standards, and raise the analytical maturity of how we plan

• Partner cross‑functionally with Operations, Finance, HR/Talent Acquisition, Training, and vendor partners to ensure plans are executable — not just mathematically sound

• Mentor and influence — share expertise with planning analysts across the team and champion consistent, repeatable planning standards

• 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 (headcount, hiring, attrition, shrinkage, or occupancy) - not just schedule administration

• Strong financial skills: experience supporting budgeting cycles and producing variance/attribution analysis

• Advanced Excel skills (modeling, Power Query, or similar); comfort working with large operational datasets

• Excellent communication skills — able to present plans and trade‑offs clearly to operations leaders and executives

• Proven ability to work independently, manage competing priorities, and drive alignment across stakeholders without direct authority

• 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

• Experience in home‑delivery, specialty, or retail pharmacy operations

• Familiarity with WFM platforms (e.g., Verint, NICE IEX, Genesys, Calabrio) and BI tools (Power BI, Tableau)

• Experience with SQL, Python, or R for forecasting and analysis

• Exposure to Erlang‑based staffing models, simulation, or statistical forecasting methods

• Experience operating in a centralized/COE workforce planning model supporting multiple business units

• Work style: Remote…