Workforce Management Senior Analyst – 24x7 IT Support

Universal Studios; Orlando (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Universal Studios seeks a Senior Workforce Management Analyst to lead forecasting, capacity planning, scheduling, and real-time management for our 24x7 IT service desk supporting employees worldwide.

The role partners with Operations, HR, Finance and regional teams to develop data-driven staffing strategies, evaluate labor needs, and optimize workforce utilization while protecting service levels. Independent, strategic advisor for multilingual global operations.

Qualifications

• 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.
• Advanced Excel skills including Pivot Tables, Power Query, complex formulas, scenario modeling, and data analysis.
• Strong analytical and financial acumen with the ability to transform complex operational and workforce data into actionable staffing, budget, and investment decisions.

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.

Skills

Forecasting

Staffing models

Excel advanced

Data analysis

Stakeholder mgmt

Real-time WFM

Education

Bachelor's degree in Business/Analytics

Tools

Power BI

Tableau

NICE/IEX

Verint

Calabrio

Genesys

CommunityWFM

Zoom WFM

Amazon Connect WFM

Job description

Universal Studios seeks a Senior Workforce Management Analyst to lead forecasting, capacity planning, scheduling, and real-time management for our 24x7 IT service desk supporting employees worldwide.

The role partners with Operations, HR, Finance and regional teams to develop data-driven staffing strategies, evaluate labor needs, and optimize workforce utilization while protecting service levels. Independent, strategic advisor for multilingual global operations.