Senior Analyst - Workforce Management, Workplace Operations

Universal Orlando • Orlando, FL

3d

About The Position

Universal Parks and NBCUniversal are seeking a highly experienced Senior Workforce Management Analyst to provide strategic workforce planning and decision support for the global TechLine organization, a 24x7 customer-centric IT service desk supporting employees worldwide. The position serves as the primary workforce management subject matter expert and strategic advisor for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization across TechLine operations.

The Senior Workforce Management Analyst independently leads the full workforce management lifecycle for a complex global support organization and translates operational demand into staffing, labor-capacity, and resource-investment recommendations. The role partners with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, evaluate labor requirements, support annual and in-year budget planning, and optimize workforce utilization while protecting service-level commitments. Its analyses inform senior-leader decisions about headcount, hiring timing, shift design, labor allocation, budget priorities, and operational trade-offs.

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. The position is expected to operate independently and provide strategic workforce management guidance with limited day-to-day supervision. Consistent attendance is a job requirement. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• At least 5 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 models, labor-cost scenarios, business cases, and recommendations for operational and senior executive leadership.
• Strong analytical and financial acumen, including the ability to turn complex operational and workforce data into actionable staffing, budget, and investment decisions.
• Ability to work independently with minimal direction and manage multiple priorities simultaneously.
• Exceptional communication and stakeholder management skills.
• Flexibility to support critical business needs outside standard business hours when necessary.
• Consistent attendance.

Nice To Haves

• Experience supporting global, multilingual, or geographically distributed operations.
• Experience in 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 with 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.
• Bachelor’s degree in business, Operations Management, Analytics, Mathematics, Information Systems, or a related field; an equivalent combination of education and relevant experience will be considered.

Responsibilities

• Lead workforce planning for a global 24x7 IT support operation, including long-range forecasting, capacity planning, staffing models, labor-demand scenarios, and hiring recommendations for headcount and budget decisions.
• Develop short- and long-range workforce plans, staffing models, and shift strategies using forecasted demand, historical trends, seasonality, service-level objectives, productivity, labor costs, and language- and skill-based coverage requirements.
• Oversee intraday management, real-time performance monitoring, and operational adjustments to protect service levels.
• Analyze call volume, ticket demand, shrinkage, utilization, occupancy, productivity, and service-performance trends.
• Develop executive-level reporting, decision-ready workforce insights, dashboards, and recommendations that quantify staffing needs, labor capacity, budget impacts, risks, and operational trade-offs.
• Produce executive dashboards and reports that clearly communicate key assumptions, risks, trade-offs, and financial implications.
• Partner with Operations, HR, Finance, and regional stakeholders on workforce optimization, annual planning, budget cycles, business changes, growth initiatives, and workforce investment decisions.
• Drive workforce management process improvements, automation initiatives, and optimization strategies.
• Follow established Universal Orlando policy, procedures, training, and team-member involvement activities related to Environmental, Health & Safety responsibilities.
• Perform other duties as assigned.

Benefits

• Competitive compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior