Senior Analyst - Workforce Management, Workplace Operations

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 Tech. Line 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 Tech.

Line 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 Orlando Resort. Here you can. Universal Orlando is an equal opportunity employer.

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