JOB SUMMARY:

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.

This role 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 role independently leads the full WFM lifecycle for a complex global support organization and translates operational demand into clear staffing, labor-capacity, and resource investment recommendations.

The Senior Workforce Management Analyst will partner closely 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. Analyses produced by this role will directly inform senior leaders' decisions regarding headcount, hiring timing, shift design, labor allocation, budget priorities, and operational trade-offs.
The successful candidate must be comfortable operating with significant autonomy, managing competing priorities, presenting recommendations to senior leaders, and serving as the primary WFM advisor for a multilingual, multi-regional 24x7 support environment.

MAJOR RESPONSIBILITIES:

• Own workforce planning processes for a global 24x7 IT support operation - Lead long-range forecasting, capacity planning, staffing models, labor-demand scenarios, and hiring recommendations used by senior leaders to make 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/skill-based coverage requirements.
• Oversee intraday management, real-time performance monitoring, and operational adjustments to protect service levels
• Analyze trends in call volume, ticket demand, shrinkage, utilization, occupancy, productivity, and service performance
• Develop executive-level reporting, decision-ready workforce insights, dashboards, and recommendations that quantify staffing needs, labor capacity, budget impacts, risks, and operational trade-offs
• Drive workforce management process improvements, automation initiatives, and optimization strategies - Produce executive dashboards and reports with recommendations that clearly communicate key assumptions, risks, trade-offs, and financial implications.
• Partner with Operations, HR, Finance, and regional stakeholders to lead workforce optimization initiatives and support annual planning, budget cycles, business changes, growth initiatives, and workforce investment decisions.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs 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.
• 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 with the ability to transform complex operational and workforce data into actionable staffing, budget, and investment decisions.
• Proven ability to work independently with minimal direction and manage multiple priorities simultaneously.
• Exceptional communication and stakeholder management skills.
  Preferred Qualifications:
• 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.

EDUCATION:

• Bachelor’s degree in business, Operations Management, Analytics, Mathematics, Information Systems, or related field preferred.
• Equivalent combination of education and relevant experience will be considered.

EXPERIENCE:

• 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.

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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