Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
The Senior Analyst - Forecaster is responsible for developing, maintaining, and continuously enhancing workforce forecasts, capacity plans, and staffing recommendations that enable the organization to meet operational, financial, and COE objectives.
Workforce Forecasting
- Develop short-term, mid-range, and long-range workload forecasts.
- Create incoming volume, inventory, productivity, and workload projections using statistical and business-driven forecasting methods.
- Identify trends, seasonality, growth patterns, and operational drivers impacting future staffing demand.
- Maintain forecasting models and continuously improve forecast accuracy.
Capacity Planning
- Translate workload forecasts into staffing requirements and FTE recommendations.
- Develop capacity plans that align workforce supply with forecasted demand.
- Evaluate staffing impacts related to business initiatives, regulatory changes, product launches, and operational improvements.
- Support annual budget planning and workforce investment decisions.
Scenario Modeling & Workforce Strategy
- Conduct what-if analyses and scenario planning.
- Assess the workforce implications of growth, attrition, productivity changes, automation initiatives, and business strategy shifts.
- Provide recommendations to leadership regarding staffing levels, hiring plans, overtime utilization, cross-training opportunities, and workforce optimization strategies.
Forecast Governance & Methodology
- Establish and maintain standard forecasting methodologies, assumptions, and data definitions.
- Monitor forecast-to-actual performance and perform root cause analysis on variances.
- Document forecasting processes and ensure compliance with enterprise workforce management standards.
- Drive continuous improvement initiatives related to forecasting accuracy and workforce planning processes.
Workforce Intelligence & Analytics
- Analyze operational performance, productivity, workload trends, and workforce utilization metrics.
- Develop executive-level insights and recommendations using workforce data.
- Create reports, dashboards, and presentations that communicate workforce risks, opportunities, and recommendations.
- Partner with Workforce Intelligence, Scheduling, Real-Time Operations, and Business Partners to ensure alignment across workforce management disciplines.
Stakeholder Partnership
- Serve as a trusted advisor to operational leaders.
- Participate in strategic planning discussions to understand demand drivers and future business needs.
- Present forecasts, capacity plans, staffing recommendations, and workforce risks to leadership audiences.
- Collaborate with Finance, Operations, and Workforce Management leaders to support informed decision-making.
Required Qualifications
- 3+ years of workforce management, forecasting, capacity planning, analytics, operations planning, or related experience.
- Strong analytical and quantitative problem-solving skills.
- Advanced Microsoft Excel skills.
- Experience working with large data sets and workforce analytics tools.
- Experience with NICE, Verint, Aspect, Five9, Cisco
- Experience with Power BI, SQL, Tableau, or similar workforce and analytics platforms.
- Knowledge of forecasting methodologies, capacity planning, Erlang concepts, queueing theory, and workforce optimization principles.
- Ability to communicate complex analytical concepts to business leaders.
Benefits This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.