Senior Workforce Analyst

Become a part of our caring community at CenterWell Pharmacy, one of the nation's largest home-delivery and specialty pharmacies. We serve millions of members with safe, convenient, and affordable access to medications. This high-visibility role on our centralized Workforce Management (WFM) Planning team supports multiple pharmacy departments, focusing on forecasting, budgeting, and capacity planning.

About the role

You will own and elevate our forecasting, budgeting, and capacity planning practices. This role is not just about running models—it’s about improving, standardizing, and defining best-in-class workforce planning for a clinical pharmacy operation. You’ll partner with Operations, Finance, HR/Talent Acquisition, Training, and vendor teams to ensure plans are executable and mathematically sound.

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.
• Lead monthly capacity reviews with operations and finance stakeholders, presenting hiring plans, surfacing risks early, and securing alignment on trade-offs.
• Improve forecasting methodologies, strengthen assumption governance, document standards, and raise the analytical maturity of workforce planning.
• Mentor and influence planning analysts across the team, championing consistent, repeatable planning standards.

Requirements

• 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 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

This is a remote position with occasional travel for team summits and site visits. Standard business hours with flexibility during peak planning cycles (annual budget, peak season readiness).

Pay

The pay range for this full-time (40 hours per week) position is $71,100 - $97,800 per year. The range may vary based on geographic location, and individual pay will depend on demonstrated skills, knowledge, experience, education, and certifications. This role is also eligible for a bonus incentive plan based on company and/or individual performance.

Benefits

Humana offers competitive benefits designed to support whole-person well-being, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off (including company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability, and life insurance.

Work at Home Requirements

• Self-provided internet service with a minimum download speed of 25 Mbps and upload speed of 10 Mbps (wireless, wired cable, or DSL connection suggested).
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.