Forecasting & Capacity Planning Analyst (Call Center)

Job Description

Job Description

Description:

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Forecasting & Capacity Planning Analyst to develop, maintain, and continuously improve demand forecasting models and operational capacity plans across Gifthealth’s fulfillment and clinical operations. This position plays a key role in supporting the Operations, Supply Chain, and Clinical Services teams, ensuring alignment with organizational growth goals, service-level commitments, operational excellence, and regulatory compliance standards.

Key Responsibilities

• Develop and maintain statistical demand forecasting models using historical dispensing data, patient enrollment trends, seasonality, and external market signals to inform short-, mid-, and long-range capacity plans.
• Translate forecast outputs into actionable staffing, inventory, and throughput recommendations for pharmacy operations, clinical support, and last-mile logistics functions.
• Collaborate cross-functionally with Operations, Clinical Services, Supply Chain, Finance, and Product teams to align forecasts with business objectives, new program launches, and patient volume growth.
• Monitor key performance indicators (KPIs) such as forecast accuracy (MAPE/WMAPE), fill rates, cycle times, and capacity utilization; identify variances and drive root-cause analyses.
• Build and maintain capacity models that account for headcount, equipment, facility constraints, and vendor lead times to support scenario planning and contingency strategies.
• Support the Sales & Operations Planning (S&OP) process by preparing regular forecast reports and presenting insights to senior leadership.
• Partner with the Data & Analytics team to automate data pipelines, enhance reporting infrastructure, and evolve forecasting tooling.
• Identify systemic inefficiencies in current planning processes and champion continuous improvement initiatives aligned with lean operational principles.
• Maintain documentation of forecasting methodologies, assumptions, and model performance for audit readiness and knowledge transfer.
• Support ad hoc analyses and special projects related to network expansion, new therapeutic area launches, or technology implementations.

Qualifications

• Education: Bachelor’s degree in Supply Chain Management, Industrial Engineering, Operations Research, Statistics, Applied Mathematics, or a related quantitative field (Required); Master’s degree (MBA, MS) preferred.
• Licensure/Certification: APICS CPIM, CSCP, or equivalent supply chain/planning certification (Preferred).
• Experience: 3+ years of experience in demand planning, capacity planning, contact center workforce management, or operations analysis, ideally within healthcare, specialty pharmacy, or a high-growth direct-to-patient environment (Required).

Knowledge, Skills, & Abilities:

• Proficiency in statistical forecasting methods, including exponential smoothing, ARIMA, regression-based models, and machine learning approaches (Required).
• Advanced skills in data analysis tools including SQL, Python, or R for model development and data manipulation (Required).
• Experience with business intelligence and visualization platforms such as Tableau, Looker, or Power BI (Required).
• Working knowledge of ERP, WMS, or pharmacy management systems and their data structures (Required).
• Strong proficiency in Microsoft Excel for ad hoc analysis, scenario modeling, and stakeholder reporting (Required).
• Familiarity with S&OP methodologies and integrated business planning frameworks (Required).
• Proven ability to translate complex analytical outputs into clear, actionable insights for non-technical stakeholders (Required).
• Excellent communication, presentation, and data-driven decision-making skills (Required).
• Strong cross-functional collaboration skills; comfortable operating in a fast-paced, matrixed organization (Required).
• Highly organized and detail-oriented, with the ability to manage multiple projects and deadlines simultaneously (Required).
• Comfortable challenging assumptions and presenting data-backed recommendations to senior leadership (Required).
• Strong sense of ownership and accountability for forecast quality and planning outcomes (Required).
• Experience in a regulated industry such as healthcare, pharmacy, or life sciences (Preferred).
• Familiarity with GxP compliance considerations or URAC/ACHC accreditation standards (Preferred).
• Demonstrated application of continuous improvement methodologies, such as Lean or Six Sigma, to planning processes (Preferred).
• Intellectually curious, with a bias toward automation and scalable solutions over manual workarounds (Preferred).
• Self-starter who thrives in ambiguous, high-growth environments and can build structure from scratch (Preferred).

Work Environment

Location: Hybrid (on-site presence required as determined by business need).

Schedule: Full-time; standard business hours Monday–Friday, with flexibility required during peak planning cycles, S&OP cadences, operational escalations, quarter-end close periods, new program launch windows, or system go-live events.

Regular meetings with Operations, Clinical, Finance, and Supply Chain leadership to drive alignment on forecast outputs and capacity assumptions.

Key Essential Functions

• Must be able to remain in a stationary position (seated or standing) for extended periods during the workday.
• Must be able to operate a computer and standard office equipment for an entire shift with repetitive motions including keyboarding and screen use.
• Must be able to communicate effectively (verbally and in writing) with internal teams and external partners.
• Must be able to work on-site as required per the hybrid schedule designation for this role.

Employment Classification

Status: Full-time

FLSA: Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.