[Hiring] Senior Workforce Analyst @CenterWell

Role Description

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.

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.

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.

Requirements

• 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

• 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 and many other opportunities.

Company Description

CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time.

CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do.