Senior Workforce Analyst: Forecasting & Scheduling

Ubiquity is seeking a Senior Workforce Analyst to drive reporting on call volume, handle time, and operating performance. You will forecast call volumes for headcount planning and create detailed interval, daily, weekly, and monthly staffing requirements based on forecasts, AHT, absenteeism, and shrinkage.

You will also develop and publish weekly agent schedules, track forecasts against actual results, and work closely with other departments to promote open information flow.