Workforce Forecasting & Scheduling Lead - Contact Center

Western Union; Ciudad de México; Hybrid; MXN 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance options

Accident and life insurance

Personal days off

Savings fund

Online medical insurance 24/7

Job summary

A global payment solutions provider in Mexico City seeks a Workforce Scheduler to enhance operational performance through effective forecasting and workforce management. The ideal candidate has over 5 years of experience in Workforce Management with proficiency in tools like Microsoft Excel and Genesys. You will lead scheduling and real-time management activities while ensuring compliance with service level agreements. This role emphasizes collaboration, and you'll need strong problem-solving and communication skills, along with fluency in English. A range of benefits and incentives are offered, including health insurance and personal days off.

Qualifications

• 5+ years of experience in Workforce Management, including forecasting.
• Strong attention to detail and critical thinking skills.
• Demonstrated ability to communicate effectively within a team.

Responsibilities

• Lead forecasting, staffing, scheduling, reporting, and management activities.
• Produce workload forecasts with high accuracy across multiple channels.
• Identify customer experience risks and develop mitigation strategies.

Skills

Workforce Management

Forecasting

Microsoft Excel

Problem-solving

Communication skills

Collaboration

English proficiency

Education

Progress toward a bachelor’s degree in industrial engineering

Tools

Genesys

NICE IEX

SQL

Python

Job description

A global payment solutions provider in Mexico City seeks a Workforce Scheduler to enhance operational performance through effective forecasting and workforce management. The ideal candidate has over 5 years of experience in Workforce Management with proficiency in tools like Microsoft Excel and Genesys. You will lead scheduling and real-time management activities while ensuring compliance with service level agreements. This role emphasizes collaboration, and you'll need strong problem-solving and communication skills, along with fluency in English. A range of benefits and incentives are offered, including health insurance and personal days off.