Global Workforce Management & Forecasting Analyst

Universal Orlando Resort; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Universal Orlando Resort is seeking a Workplace Operations WFM Analyst to lead forecasting, capacity planning, scheduling, and real-time management for a global support organization.

You will partner with Operations, HR, Finance and regional stakeholders to develop data-driven staffing strategies, optimize utilization, and ensure service levels are consistently met. Strong analytical and communication skills are essential.

Qualifications

• 4+ years of workforce management, capacity planning or analytics experience.
• Experience supporting medium to large contact centers or 24x7 environments.
• Advanced Excel skills and data analysis capabilities.
• Experience presenting staffing insights to operational and executive leadership.
• Familiarity with WFM platforms and BI dashboards.

Responsibilities

• Lead long-range forecasting, capacity planning, and staffing models.
• Own forecasting processes for a global 24x7 IT support operation.
• Develop optimized schedules balancing service, experience, and coverage.
• Create workforce models using historical data and trends.
• Analyze service levels, occupancy, adherence, and productivity.
• Produce workforce reports, dashboards, and strategic recommendations.

Skills

Forecasting

Capacity planning

Staffing models

Scheduling

WFM analytics

Advanced Excel

Power BI

Data analysis

Stakeholder management

Independent work

Communication skills

Education

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

Tools

CommunityWFM

Zoom WFM

NICE/IEX

Verint

Calabrio

Amazon Connect WFM

Genesys

Power BI

Tableau

Job description

Universal Orlando Resort is seeking a Workplace Operations WFM Analyst to lead forecasting, capacity planning, scheduling, and real-time management for a global support organization.

You will partner with Operations, HR, Finance and regional stakeholders to develop data-driven staffing strategies, optimize utilization, and ensure service levels are consistently met. Strong analytical and communication skills are essential.