Workforce Scheduler

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 long‑term 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 bachelor’s 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, problem‑solving 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 country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Mexico 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.

Other Details  

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. 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 veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

#LI-GGC #LI-Hybrid 

Estimated Job Posting End Date:

03-16-2026

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.