Senior Workforce Analyst

Senior Workforce Planning 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.

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

• 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

Use Your Skills to Make an Impact

Required Qualifications

• 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

Preferred Qualifications

• 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

Additional Information

• Work style: Remote, with occasional travel for team summits and site visits
• Schedule: Standard business hours, with flexibility during peak planning cycles (annual budget, peak season readiness)

Why this position:

Most WFM positions ask you to maintain a process. This one asks you to make it better. You'll join a team that is actively investing in its planning maturity — building new tooling, formalizing governance, and raising the bar on how workforce decisions get made across a multi-billion-dollar pharmacy operation. If you've ever looked at a capacity plan and thought "I know how to do this better," this is the place to prove it.