Build and maintain accurate short
and long-term forecasts for contact center and pharmacy operations across multiple workflows/teams.
Identify business drivers influencing volume trends (e.g., demand, seasonality, marketing, and product launches).
Translate forecasts into actionable capacity and staffing plans that balance efficiency, service levels, and budget goals.
Partner with Operations, Finance, and HR to align hiring plans and resource needs with business growth.
Analyze trends, variances, and real-time data to improve forecast accuracy and support operational decisions.
Develop dashboards and reports that communicate insights and recommendations to leadership.
Support scenario modeling for new programs, process changes, or technology enhancements.
Collaborate with Workforce Management and Product/Engineering teams to optimize systems and forecasting tools.
Contribute to building scalable, data-driven processes that enhance operational efficiency and patient experience.

4–6+ years of experience in forecasting, analytics, workforce planning, or related roles — ideally in healthcare, contact center, or tech-enabled operations.
Bachelor’s degree in Mathematics, Statistics, Economics, Operations, Data Science, or a related quantitative field.
Advanced proficiency in Excel/Google Sheets, SQL, Python, and data visualization tools (e.g., Tableau) and experience with forecasting techniques.
Strong quantitative reasoning, data modeling, and problem-solving abilities.
Ability to translate complex data into clear, actionable insights.
Excellent written and verbal communication; skilled at presenting analytical findings to diverse audiences.
Curious, adaptable, and proactive — thrives in fast-paced environments and takes ownership from analysis through execution.
Willingness to travel

Senior Analyst, Workforce Management Forecasting & Capacity Planning

Key skills