Senior Workforce Analyst (Scheduler)

Ubiquity; Cagayan de Oro; On-site; PHP 480,000 - 800,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to deliver robust reporting, forecasting, and scheduling across our operations in the Philippines. You will develop headcount plans and publish weekly agent schedules while ensuring accuracy and timeliness.

Embrace our Head, Heart, Hustle mantra as you collaborate with other departments to optimize staffing, schedules, and capacity for sustained performance in a dynamic environment.

Qualifications

• 1+ year of experience in a related field.
• Experience with manual scheduling.
• Strong multitasking with timely, accurate results.
• Willing to work flexible or graveyard shifts.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop detailed call forecasts for headcount planning and scheduling.
• Develop and publish weekly agent schedules; track forecasts vs results.
• Collaborate with other departments to promote information flow.
• Implement scheduling processes.
• Create mid-to-long term staffing/capacity plans.
• Maintain roster and enforce roster timelines.

Skills

Multitasking

Adaptability

Accuracy

Manual 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 (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.