Senior Workforce Analyst (Scheduler)

Tap Growth ai; Iligan; On-site; PHP 391,000 - 580,000; Full time

Job summary

Ubiquity in Iligan, Philippines is seeking a Senior Workforce Analyst (Scheduler) to deliver accurate call-volume forecasts and effective staffing. You will generate reports, craft forecasts for staffing, and publish weekly schedules while monitoring performance metrics.

The role requires collaboration across departments in a fast-paced, people-first environment and may involve flexible and graveyard shifts. Prior scheduling experience is preferred and valued.

Qualifications

• Good multitasking skills and adaptability to changes.
• Ability to achieve results with accuracy and timeliness.
• Preferably at least 1 year of experience in the related field.
• Experience in manual scheduling.
• Able to work flexible and graveyard shifts.

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling (interval level, daily, weekly, monthly)
• Develop and publish weekly agent schedules and track forecasts vs. actuals.
• Work closely with other departments to promote open information flow.
• Implement scheduling processes across the team.
• Create/updates mid to long term staffing/capacity plans.
• Maintain the roster and enforce roster timelines to Operations.

Skills

Multitasking

Adaptability

Accuracy

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.