Workforce Management Analyst, Workplace Operations (In Office Required)

Universal Orlando•Orlando, FL

5d•Onsite

About The Position

The Workforce Management Analyst serves as the primary workforce management subject matter expert for TechLine operations, managing the full workforce management lifecycle for a complex, global support organization. The role is responsible for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization across a global 24x7 IT support operation. The analyst partners with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize workforce utilization, and help consistently achieve service-level commitments. The position supports a 24x7 global operation and requires flexibility to address critical business needs outside standard business hours when necessary. Occasional participation in cross-functional operational planning sessions and leadership reviews is required. The analyst is expected to work independently and provide strategic workforce management guidance with limited day-to-day supervision. The position is in-office.

Requirements

At least 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, including the ability to turn complex data into actionable business decisions.
Ability to work independently with minimal direction and manage multiple priorities simultaneously.
Exceptional communication and stakeholder management skills.
Consistent attendance.
Flexibility to support critical business needs outside standard business hours when necessary.

Nice To Haves

Bachelor's degree in Business, Operations Management, Analytics, Mathematics, Information Systems, or a related field preferred.
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 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, balancing forecasted business needs with labor costs.
Own workforce forecasting and capacity planning processes for a global 24x7 IT support operation.
Develop optimized schedules that balance service requirements, employee experience, labor efficiency, language support, and regional coverage requirements.
Create and maintain short- 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.
Partner with cross-functional teams on major business initiatives, operational changes, and workforce planning efforts.
Develop training schedules to meet cross-functional development needs.
Produce recurring and ad hoc workforce reports, executive dashboards, and strategic recommendations.
Monitor real-time schedule adherence and report findings to Managers and Team Leads.
Follow established UDX environmental, health, and safety policies, procedures, training, and team-member involvement activities.
Perform other duties as assigned.