Global Workforce Forecasting & Optimization Analyst

Referral Job Portal; Orlando (FL); On-site; USD 85,000 - 105,000; Full time

Job summary

Universal Orlando is seeking a Workplace Operations WFM Analyst to serve as the workforce management expert for forecasting, capacity planning, scheduling, real-time management, reporting, and optimization across a global IT support organization.

The role partners with Operations, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize utilization, and ensure service levels are met.

Qualifications

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

Responsibilities

• Forecast long-term needs and capacity requirements for global operations.
• Own forecasting and capacity planning for a 24x7 IT support operation.
• Develop optimized schedules balancing service, labor costs, and regional coverage.
• Create short- and long-term workforce models from data and trends.
• Analyze service levels, occupancy, utilization, and staffing effectiveness.
• Lead workforce optimization initiatives and partner with cross-functional teams.
• Produce workforce reports, dashboards, and strategic recommendations.

Skills

Forecasting

Capacity planning

Scheduling

Data analysis

Stakeholder management

Communication

Power BI

Excel (Pivot Tables)

Workforce optimization

Education

Bachelor's degree in Business/Operations/Analytics/Mathematics/Information Systems

Tools

Power BI

Tableau

CommunityWFM

Zoom WFM

NICE/IEX Verint Calabrio

Job description

Universal Orlando is seeking a Workplace Operations WFM Analyst to serve as the workforce management expert for forecasting, capacity planning, scheduling, real-time management, reporting, and optimization across a global IT support organization.

The role partners with Operations, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize utilization, and ensure service levels are met.