Senior Workforce Analyst (Forecaster & Capacity Planner) | Manila

Ubiquity; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Senior Workforce Analyst (Scheduler) who will turn call data into actionable scheduling plans, balancing service levels with staffing realities.

You will create reports on call volume, forecasts, and weekly agent rosters, collaborating with other departments to ensure smooth operations.

This role requires strong multitasking, adaptability, and comfort with graveyard shifts to support a 24/7 operation.

Qualifications

• Minimum 1 year of experience in a related role.
• Experience with manual scheduling is preferred.
• Excellent multitasking and adaptability in fast-paced environments.
• Ability to deliver accurate results on deadlines (accuracy and timeliness).

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling (interval, daily, weekly, monthly) considering AHT, absenteeism and shrinkages.
• Develop and publish weekly agent schedules. Track forecasts against actual results.
• Work closely with other departments, promoting open information flow.
• Implement all scheduling processes.
• Create/update mid-term to long-term staffing/capacity plan.
• Maintain roster and enforce roster timeline to Operations.

Skills

Multitasking

Adaptability

Accuracy and timeliness

Scheduling experience

Communication

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As aSenior Workforce Analyst (Scheduler),you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Create reports on historical call volume, handle time and operating performance.

• Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted volume taking into consideration the assumed AHT, absenteeism and other shrinkages)

• Develop and publish weekly agent schedules. Track call forecasts against actual results.

• Work closely with other departments, promoting an open flow of information

• Implement all scheduling processes

• Creates/updates mid term to long-term staffing/capacity plan

• Maintains the roster of the program assigned and enforces the roster timeline to Operations.

What We’re Looking For:

• Required skill(s): good multitasking skills, adaptability to changes, ability to achieve results with accuracy and timeliness.

• Preferably with at least 1 year of working experience in the related field

• With experience in manual scheduling

• Amenable to working in flexible and graveyard shifts

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart:Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success.