Global WFM Architect: Forecasting, Scheduling, Optimization

Universal Studios; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Universal Studios in Orlando seeks a Workforce Management Analyst to lead forecasting, capacity planning, scheduling, and real-time workforce management for a global IT support operation. You will collaborate with Operations, HR, Finance, and regional stakeholders to align staffing with business needs and service levels.

The role requires strong analytics, advanced Excel, and experience with WFM tools. You will produce executive dashboards, optimize staffing, and drive workforce efficiency

Qualifications

• Bachelor's Degree in Business, Operations Management, Analytics, Mathematics, Information Systems, or related field preferred.
• 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.
• 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.

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.

Skills

Analytical thinking

Stakeholder management

Communication

Independent worker

Excel skills

Forecasting

Education

Bachelor's Degree in Business / Operations / Analytics

Tools

Power BI

Tableau

Job description

Universal Studios in Orlando seeks a Workforce Management Analyst to lead forecasting, capacity planning, scheduling, and real-time workforce management for a global IT support operation. You will collaborate with Operations, HR, Finance, and regional stakeholders to align staffing with business needs and service levels.

The role requires strong analytics, advanced Excel, and experience with WFM tools. You will produce executive dashboards, optimize staffing, and drive workforce efficiency