Senior Workforce Analyst (Scheduler)

Ubiquity; Bacolod; On-site; PHP 400,000 - 700,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst to deliver expert scheduling and forecasting, enabling effective headcount planning and staffing decisions.

You will build reports on call volume, handle time, and operating performance, while publishing weekly agent schedules and aligning forecasts with actual outcomes. Flexibility for graveyard shifts is required, with a focus on cross-department collaboration and process implementation.

Qualifications

• Strong multitasking abilities with accuracy and timeliness.
• At least 1 year of experience in a related field preferred.
• Experience with manual scheduling is a plus.

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.
• Publish weekly agent schedules and track forecasts vs actuals.
• Collaborate with other departments to ensure open information flow.
• Implement scheduling processes across the org.
• Develop mid- to long-term staffing and capacity plans.
• Maintain and enforce the roster timeline for Operations.

Skills

Multitasking

Adaptability

Forecasting

Scheduling

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, experience how we bring Head, Heart, and Hustle to life every day.