Senior Workforce Analyst (Scheduler)

Tap Growth ai; Bacolod; On-site; PHP 558,000 - 870,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to turn data into actionable staffing plans. You’ll build forecasts, create reports on call volume, handle time and operating performance, and publish weekly schedules.

You’ll collaborate across departments, implement scheduling processes, and develop mid‑ to long‑term staffing plans, while managing rosters and ensuring timely rosters for Operations in a fast‑paced environment.

Qualifications

• 1 year of experience in a related field.
• Experience with manual scheduling.
• Willing to work flexible and graveyard shifts.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling (interval, daily, weekly, monthly) based on forecasted volume, AHT, absenteeism and shrinkages.
• Develop and publish weekly agent schedules and track forecasts vs actual results.
• Work closely with other departments to promote open information flow.
• Implement scheduling processes.
• Create/update mid- to long-term staffing/capacity plans.
• Maintain roster and enforce roster timelines for 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 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 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.