Senior Workforce Analyst (Scheduler)

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, 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 p...