Hybrid (minimum of three days in the office per week)
Workforce management tools (genesys or nice iex)
Advanced microsoft excel proficiency
Strong attention to detail
The Workforce Scheduler position at Western Union is a pivotal role within the Customer Care Team, focusing on optimizing operational performance through data-driven forecasting and scheduling. The ideal candidate should have extensive experience in Workforce Management, particularly with tools like Genesys or NICE IEX, and possess strong analytical and communication skills
Job Summary
Lead forecasting, staffing, scheduling, reporting, and real-time management activities for the Contact Center.
Produce short- and long-term workload forecasts with a high degree of accuracy across a multi-channel, multi-skill, and multi-site environment.
Western Union values in-person collaboration, problem solving, and ideation whenever possible, with an expectation to work from the office a minimum of three days a week.
Matching Summary
Match Score: 85
The Workforce Scheduler position at Western Union is a pivotal role within the Customer Care Team, focusing on optimizing operational performance through data-driven forecasting and scheduling. The ideal candidate should have extensive experience in Workforce Management, particularly with tools like Genesys or NICE IEX, and possess strong analytical and communication skills.
Skills & Requirements
Must-have
Workforce Management tools (Genesys or NICE IEX)
Advanced Microsoft Excel proficiency
Strong attention to detail
Critical thinking and problem-solving
Excellent communication skills
Strong verbal and written English
Nice-to-have
Progress toward a bachelor’s degree
Familiarity with DMAIC methodology
Key Requirements
5+ years of experience in Workforce Management
Proficiency in SQL and Python are a plus
Bachelor’s degree in industrial engineering, Mathematics, or Actuarial Science is desired