Job Description

JOB SUMMARY:

The Workplace Operations WFM Analyst serves as the primary workforce management subject matter expert responsible for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization across TechLine operations. The role will be managing the full WFM lifecycle for a complex, global support organization.

The Workforce Management Analyst will partner closely with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize workforce utilization, and ensure service level commitments are consistently achieved.

MAJOR RESPONSIBILITIES:

• Lead long-term forecasting, capacity planning, staffing models, and hiring recommendations for global operations in alignment with balancing forecasted business needs against labor costs.
• Own workforce forecasting and capacity planning processes for a global 24x7 IT support operation.
• Develop optimized schedules balancing service requirements, employee experience, labor efficiency, language support, and regional coverage requirements.
• Create and maintain short-term and long-term workforce models using historical data, business trends, seasonality, and operational drivers.
• Analyze service level performance, abandonment trends, occupancy, utilization, adherence, productivity, and staffing effectiveness.
• Lead workforce optimization initiatives to increase efficiency, improve customer experience, and support organizational growth, while partnering with cross-functional teams on major business initiatives, operational changes, and workforce planning efforts, and developing training schedules to meet cross-functional development needs.
• Produce recurring and ad hoc workforce reports, executive dashboards, and strategic recommendations. Monitors real-time schedule adherence and reports to Managers and Team leads.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Bachelor's Degree in Business, Operations Management, Analytics, Mathematics, Information Systems, or related field preferred.

EXPERIENCE:

• 4+ years of workforce management, capacity planning, forecasting, or workforce analytics experience.
• Experience supporting medium to large contact centers, service desks, operations centers, or other 24x7 support environments.
• Demonstrated expertise in forecasting methodologies, staffing models, scheduling, shrinkage planning, and real-time workforce management.
• Advanced Excel skills including Pivot Tables, Power Query, complex formulas, scenario modeling, and data analysis.
• Experience developing staffing recommendations and presenting workforce insights to operational and executive leadership
• Strong analytical and problem-solving skills with the ability to transform complex data into actionable business decisions.
• Proven ability to work independently with minimal direction and manage multiple priorities simultaneously.
• Exceptional communication and stakeholder management skills.
• Preferred:
• Experience supporting global, multilingual, or geographically distributed operations.
• Experience within IT Service Management (ITSM), Service Desk, Help Desk, Technical Support, or Contact Center environments.
• Experience with workforce management platforms such as CommunityWFM, Zoom WFM, NICE/IEX, Verint, Calabrio, Amazon Connect WFM, Genesys, or similar solutions.
• Experience creating workforce dashboards using Power BI, Tableau, or similar business intelligence platforms.
• Working knowledge of ITIL principles and service operations.
• Experience leading workforce planning projects, process improvement initiatives, or automation efforts.
• ; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• This role supports a 24x7 global operation and requires flexibility to support critical business needs outside standard business hours when necessary.
• Occasional participation in cross-functional operational planning sessions and leadership reviews is required.
• This position is expected to operate independently and provide strategic workforce management guidance with limited day-to-day supervision.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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