Workforce Management Analyst, Workplace Operations

Universal Orlando•Orlando, FL

22h

About The Position

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.

Requirements

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.
Consistent attendance is a job requirement.

Nice To Haves

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.
Equivalent combination of education and experience.

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.