Senior Workforce Analyst (Scheduler)

Ubiquity; Bacolod; Hybrid; PHP 558,000 - 893,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) in the Philippines to lead scheduling, forecasting, and staffing processes with a focus on accuracy and timely delivery.

You will develop detailed call forecasts, publish weekly agent schedules, and collaborate with departments to ensure smooth operations. The role emphasizes data-driven decision making, capacity planning, and maintaining staffing rosters in a fast-paced environment.

Qualifications

• 1 year of experience in the related field.
• Experience with manual scheduling.
• Amenable to flexible and graveyard shifts.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling at interval, daily, weekly and monthly levels.
• Develop and publish weekly agent schedules and track forecasts vs. actuals.
• Collaborate with other departments to promote information flow.
• Implement scheduling processes and maintain staffing/capacity plans.
• Maintain rosters and enforce roster timelines for operations.

Skills

Scheduling

Forecasting

Headcount planning

Multitasking

Adaptability

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.