Senior Workforce Analyst (Scheduler)

Tap Growth ai; Bacolod; On-site; PHP 350,000 - 480,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst to deliver accurate staffing insights and forecasting. You’ll create reports on call volume, handle time and performance, and partner across teams to optimize headcount.

The role emphasizes data‑driven planning, mid‑ to long‑term staffing, and flexible scheduling. A detail‑oriented, proactive contributor thrives in a fast‑paced environment and helps shape workforce strategy.

Qualifications

• Strong multitasking skills and adaptability to changes.
• Ability to achieve results with accuracy and timeliness.
• Experience in scheduling or workforce planning is a plus.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling.
• Develop and publish weekly agent schedules; track forecasts vs actuals.
• Collaborate with other departments to promote open information flow.
• Implement scheduling processes.
• Create mid‑ to long‑term staffing/capacity plans.
• Maintain roster and enforce roster timelines to Operations.

Skills

Multitasking

Adaptability

Accuracy

Timeliness

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 a Senior Workforce Analyst, 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 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 enforce 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 work 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. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!