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 fr

📌 Workforce Scheduler (Ciudad de México)
🏢 Western Union
📍 Ciudad de México