Senior Workforce Analyst (Scheduler) | Bacolod

Ubiquity; Murcia; On-site; PHP 420,000 - 640,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) in the Philippines to deliver expert scheduling solutions and accurate forecasting. You will generate reports on call metrics, develop forecast-based staffing, and publish weekly agent rosters while monitoring forecast accuracy.

You will work closely with multiple departments to ensure effective information flow, implement all scheduling processes, and maintain long-term staffing plans to meet operational targets.

Qualifications

• Multitasking, adaptability, and precision in work output.

Responsibilities

• Create reports on historical call volume, handle time, and operating performance.
• Develop call forecasts for headcount planning and scheduling (interval, daily, weekly and monthly staffing based on forecasted volume, AHT, absenteeism, shrinkages).
• Develop and publish weekly agent schedules; track forecasts vs actual results.
• Collaborate with other departments to promote open information flow.
• Implement scheduling processes.
• Create/update mid- to long-term staffing/capacity plans.
• Maintain program roster and enforce roster timelines to Operations.

Skills

Multitasking

Adaptability

Attention to detail

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 requirements 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 enforces the 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 working 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.