Global Contact Center Operations Leader

The Western Union Company; Quezon City; On-site; PHP 1,800,000 - 2,700,000; Full time

Job summary

The Western Union Company is seeking a seasoned operations professional to oversee real-time performance of its global Contact Support Centers. You will play a critical role in maintaining business continuity, improving customer experience, and meeting service commitments across regions and lines of business.

You will collaborate with senior leaders, operations, and workforce management teams to drive performance, manage staffing, and deliver actionable insights for decision-making.

Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• 2 to 4+ years of experience in Operations, Customer Service, Workforce Management, or a related environment.
• Strong analytical, critical thinking, problem-solving, and data analysis capabilities.

Responsibilities

• Oversee real-time performance and operational metrics for global Contact Support Centers.
• Coordinate workforce management to meet service levels and mitigate risk across regions.
• Escalate incidents with cross-functional teams to minimize customer impact and ensure continuity.

Skills

Analytical thinking

Problem-solving

Data analysis

English communication

Education

Bachelor's degree or equivalent

Job description

The Western Union Company is seeking a seasoned operations professional to oversee real-time performance of its global Contact Support Centers. You will play a critical role in maintaining business continuity, improving customer experience, and meeting service commitments across regions and lines of business.

You will collaborate with senior leaders, operations, and workforce management teams to drive performance, manage staffing, and deliver actionable insights for decision-making.