Build and maintain short- and long-term forecasts for contact center and pharmacy ops.
Identify drivers influencing volume trends (demand, seasonality, marketing, launches).
Translate forecasts into capacity and staffing plans balancing efficiency, service levels, and budget.
Partner with Operations, Finance, and HR to align hiring with growth.
Analyze trends, variances, and real-time data to improve forecast accuracy.
Develop dashboards and reports to communicate insights to leadership.
Support scenario modeling for new programs and process changes.
Collaborate with WFM and Product/Engineering to optimize forecasting tools.
Contribute to scalable data-driven processes to improve efficiency and patient experience.

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