Senior Workforce Scheduler & Forecasting Lead

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

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.