Senior Workforce Scheduler — Forecasting & Staffing Lead

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

Job summary

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to drive scheduling and forecast accuracy. You will create reports, forecast call volumes, and publish weekly agent schedules, collaborating across departments to ensure smooth operations.

In this role, you’ll implement scheduling processes, maintain staffing plans, and optimize roster timelines to support a high‑quality service delivery model.

Qualifications

• 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

Responsibilities

• 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.

Skills

Multitasking

Adaptability

Attention to detail

Job description

Ubiquity is seeking a Senior Workforce Analyst (Scheduler) to drive scheduling and forecast accuracy. You will create reports, forecast call volumes, and publish weekly agent schedules, collaborating across departments to ensure smooth operations.

In this role, you’ll implement scheduling processes, maintain staffing plans, and optimize roster timelines to support a high‑quality service delivery model.