Senior Workforce Analyst (Scheduler)

Tap Growth ai; Cagayan de Oro; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to transform data into actionable staffing plans. You’ll create reports on historical call volume, build forecasts, and publish weekly schedules to ensure optimal coverage.

The role requires accuracy, adaptability, and the ability to work with multiple departments in a fast-paced environment; graveyard shifts may be required.

Qualifications

• Good multitasking skills, adaptability to changes, ability to achieve results with accuracy and timeliness.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for staffing and scheduling at interval, daily, weekly and monthly levels.
• Develop and publish weekly agent schedules and track forecasts against actual results.
• Work closely with other departments to promote information flow.
• Implement all scheduling processes.
• Create/update mid to long term staffing/capacity plans.
• Maintain the 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 (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.