Senior Workforce Analyst Scheduler

Ubiquity; Cagayan de Oro; Vor Ort; PHP 550.000 - 850.000; Vollzeit

Zusammenfassung

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to embody our Head, Heart, Hustle mantra. The role focuses on delivering expert scheduling and staffing plans with empathy and precision while supporting a culture that values growth and collaboration.

You will create volume and performance reports, develop detailed forecasts for headcount needs, and publish weekly agent schedules. You will partner with other teams to ensure tight operational alignment.

Qualifikationen

• Strong multitasking and accuracy in fast-paced environments.
• Ability to adapt to changing schedules and priorities.
• Experience with scheduling or workforce management is a plus.

Aufgaben

• 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 against actual results.
• Collaborate with other departments to ensure smooth information flow.
• Implement scheduling processes and maintain staffing/capacity plans.
• Maintain rosters and enforce roster timelines with Operations.

Kenntnisse

multitasking

adaptability

accuracy

graveyard shifts

Jobbeschreibung

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.

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