Senior Workforce Forecaster & Capacity Planner

Ubiquity; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Senior Workforce Analyst (Scheduler) who will turn call data into actionable scheduling plans, balancing service levels with staffing realities.

You will create reports on call volume, forecasts, and weekly agent rosters, collaborating with other departments to ensure smooth operations.

This role requires strong multitasking, adaptability, and comfort with graveyard shifts to support a 24/7 operation.

Qualifications

• Minimum 1 year of experience in a related role.
• Experience with manual scheduling is preferred.
• Excellent multitasking and adaptability in fast-paced environments.
• Ability to deliver accurate results on deadlines (accuracy and timeliness).

Responsibilities

• Create reports on historical call volume, handle time and operating performance.
• Develop call forecasts for headcount planning and scheduling (interval, daily, weekly, monthly) considering AHT, absenteeism and shrinkages.
• Develop and publish weekly agent schedules. Track forecasts against actual results.
• Work closely with other departments, promoting open information flow.
• Implement all scheduling processes.
• Create/update mid-term to long-term staffing/capacity plan.
• Maintain roster and enforce roster timeline to Operations.

Skills

Multitasking

Adaptability

Accuracy and timeliness

Scheduling experience

Communication

Job description

Ubiquity in the Philippines is seeking a Senior Workforce Analyst (Scheduler) who will turn call data into actionable scheduling plans, balancing service levels with staffing realities.

You will create reports on call volume, forecasts, and weekly agent rosters, collaborating with other departments to ensure smooth operations.

This role requires strong multitasking, adaptability, and comfort with graveyard shifts to support a 24/7 operation.