Workforce Scheduler

Reforma - Mexico

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Responsibilities

The Workforce Scheduler is a key member of the Customer Care Team responsible for delivering data-driven support to optimize operational performance.

Lead forecasting staffing scheduling reporting and real-time management activities for the Contact Center.
Utilize and enhance monitoring and reporting tools to adjust staffing levels and distribute workloads balancing efficiency and service levels.
Produce short and longterm workload forecasts with a high degree of accuracy across a multi-channel multi-skill and multi-site environment covering intraday through monthly planning horizons.
Ensure service level agreements are consistently achieved; implement immediate mitigation actions to protect customer experience and Contact Center efficiency (CSC).
Identify customer experience and financial risks develop mitigation strategies in collaboration with BPO partners and internal CSC teams determine when to escalate to senior leadership and communicate proactively.

Role Requirements

5 years of experience in Workforce Management including forecasting;
Progress toward a bachelors degree in industrial engineering Mathematics or Actuarial Science is desired; full graduation is considered an advantage
Advanced proficiency in Microsoft Excel is a must.
Experience with Workforce Management tools such as Genesys or NICE IEX is a must.
Proficiency in SQL and Python are a plus.
Strong attention to detail critical thinking problemsolving capabilities and excellent communication skills are a must.
Demonstrated ability to work collaboratively and communicate effectively within a team.
Strong verbal and written English language skills are a must.
Familiarity with DMAIC methodology is an advantage.

Work Shift

Western Union values in-person collaboration problem solving and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

You will also have access to short-term incentives multiple health insurance options accident and life insurance and access to best-in-class development platforms to name a few. Please see the benefits below specific to your applicableadditionalrole-specific benefits will be mentioned during your interview process or in an offer of employment.

YourMexico specific benefits include:

Grocery voucher.
2 personal days off.
Savings fund.
Insurance for Major Medical Expenses Vision Dental.
Online medical insurance 24/7.
Special days for marriage or concluding an academic degree.

OtherDetails

We are passionate about honoring our employees identity and fostering a feeling of commitment is to provide an inclusive culture that celebratesthe unique backgrounds and perspectives of our global teams whilereflectingthe communities weserve. We do not discriminate based on race color national origin religion political affiliation sex(including pregnancy) sexual orientation gender identity age disability marital status or veteranstatus. The company will provide accommodation to applicants including those with disabilities duringthe recruitment process following applicable laws.

#LI-GGC#LI-Hybrid

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

Role ResponsibilitiesThe Workforce Scheduler is a key member of the Customer Care Team responsible for delivering data-driven support to optimize operational performance.Lead forecasting staffing scheduling reporting and real-time management activities for the Contact Center.Utilize and enhance moni...