• 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.