The Workforce Scheduler is responsible for leading forecasting, staffing, scheduling, reporting, and real-time management activities for the Contact Center, utilizing data-driven support to optimize operational performance
Job Summary
The Workforce Scheduler is responsible for leading forecasting, staffing, scheduling, reporting, and real-time management activities for the Contact Center, utilizing data-driven support to optimize operational performance.
The role requires producing accurate short- and long-term workload forecasts across a multi-channel, multi-skill, and multi-site environment, ensuring service level agreements are consistently achieved.
Western Union values in-person collaboration and requires working from the office a minimum of three days a week, offering benefits such as short-term incentives, multiple health insurance options, and country-specific perks like grocery vouchers and savings funds.
Matching Summary
The Workforce Scheduler is responsible for leading forecasting, staffing, scheduling, reporting, and real-time management activities for the Contact Center, utilizing data-driven support to optimize operational performance.
Skills & Requirements
Must-have
Workforce Management tools (Genesys or NICE IEX)
Advanced proficiency in Microsoft Excel
Strong attention to detail
Critical thinking and problem-solving
Excellent communication skills
Strong verbal and written English
Nice-to-have
Progress toward bachelor's degree
Proficiency in SQL and Python
Familiarity with DMAIC methodology
Collaborative work environment
Key Requirements
5+ years of experience in Workforce Management
Bachelor's degree in industrial engineering, Mathematics, or Actuarial Science (desired)
Workforce Management tools experience (Genesys or NICE IEX)