Senior Workforce Analyst

humana; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

CenterWell Pharmacy, a Humana subsidiary, seeks a Senior Workforce Planning Analyst to own forecasting, budgeting, and capacity planning for a centralized WFM team supporting multiple pharmacy departments.

You will elevate models, standardize processes, and shape best-in-class workforce planning for a clinical pharmacy operation, partnering with Finance and Operations to ensure executable plans across sites.

Qualifications

• 5+ years of workforce management experience with forecasting or capacity planning in healthcare/ops.
• Experience building long-term forecasts and capacity plans, not just scheduling.

Responsibilities

• Own long-term demand forecasting translating volume and drivers into headcount projections across pharmacists, technicians, and support roles.
• Build and maintain rolling capacity plans at site, vendor, and skill levels, balancing hiring, attrition, and training pipelines.
• Lead annual budgeting and planning cycles with Finance, producing variance analysis and ensuring alignment with budgets.
• Lead monthly capacity reviews with operations and finance, presenting plans and surfacing risks.
• Refine forecasting methodologies and governance, raising analytical maturity of planning.
• Collaborate cross-functionally with Operations, Finance, HR, Training, and vendors to ensure executable plans.

Skills

Forecasting

Capacity planning

Excel

Power BI

SQL

Python

Education

Bachelor's degree

Tools

Verint

NICE IEX

Genesys

Calabrio

Power BI

Tableau

Job description

Become a part of our caring community

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

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.

Work at Home Requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space la