Global Workforce Forecasting & Optimization Lead

Universal Studios

Orlando (FL)

On-site

USD 75,000 - 115,000

Full time

9 days ago

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Job summary

Universal Studios in Orlando is seeking a Workplace Operations WFM Analyst who will serve as the workforce management expert responsible for forecasting, capacity planning, scheduling, real-time management, reporting, and optimization across TechLine operations.

The Workforce Management Analyst will partner closely with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, optimize workforce utilization, and ensure service level commitments are

Qualifications

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 with the ability to transform complex data into actionable business decisions.
Proven ability to work independently with minimal direction and manage multiple priorities simultaneously.
Exceptional communication and stakeholder management skills.
Preferred: Experience supporting global, multilingual, or geographically distributed operations.

Responsibilities

Lead long-term forecasting, capacity planning, staffing models, and hiring recommendations for global operations.
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, trends, seasonality, and drivers.
Analyze service level performance, abandonment trends, occupancy, utilization, adherence, productivity, and staffing effectiveness.
Lead workforce optimization initiatives to increase efficiency and improve customer experience; partner with cross-functional teams on initiatives and training schedules.
Produce recurring and ad hoc workforce reports, executive dashboards, and strategic recommendations; monitor real-time schedule adherence.