Note: The job is a remote job and is open to candidates in USA. CenterWell Pharmacy is a home-delivery and specialty pharmacy serving members with medication access and clinical pharmacy services. The Senior Workforce Analyst will lead forecasting, budgeting, and capacity planning across multiple pharmacy departments, translating operational demand into workforce projections. The role also partners with Finance and operations, improves planning methodologies, leads capacity reviews, and mentors planning analysts.
Responsibilities
- 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
Skills
- * 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
Benefits
- This is a remote position, with occasional travel for team summits and site visits
- Flexibility during peak planning cycles (annual budget, peak season readiness)
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- Short-term and long-term disability
- Life insurance
- This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
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