Senior Workforce Analyst Scheduler

Tap Growth ai; Bacolod; On-site; PHP 600,000 - 800,000; Full time

Job summary

Ubiquity is hiring a Senior Workforce Analyst (Scheduler) in the Philippines. You will create reports on call volume, handle time, and operating performance, and develop detailed call forecasts for precise headcount planning. You will publish weekly schedules and monitor forecasts against actual results.

The role requires adaptability, multitasking, and the ability to deliver accurate, timely results, with flexibility for graveyard shifts and a collaborative, fast-paced environment.

Qualifications

• Good multitasking skills, adaptability to changes, accuracy in results.
• Ability to achieve results with 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).
• Develop and publish weekly agent schedules and track forecasts vs. actuals.
• Collaborate with other departments to ensure information flow.
• Implement scheduling processes.
• Create/Update mid to long term staffing/capacity plan.
• Maintain roster and enforce roster timelines.

Skills

multitasking

adaptability

accuracy

timeliness

Job description

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 (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 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.