Global Contact Center Operations & Workforce Lead

Western Union

Philippines

On-site

PHP 900,000 - 1,500,000

Full time

5 days ago

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Job summary

Western Union is seeking a senior operations professional to oversee real-time performance of its global Contact Support Centers. You will ensure business continuity, customer experience, and adherence to service commitments across regions and lines of business.

You will coordinate workforce strategies, monitor performance, and implement tactical adjustments to meet changing demand. You will partner with senior leaders, technology teams, and stakeholders to minimize customer impact and drive

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.
Excellent verbal and written English communication skills, with the ability to effectively engage senior leaders and cross-functional stakeholders.
Proven ability to manage multiple priorities in a fast-paced, global operations environment while influencing decisions across geographically dispersed teams.

Responsibilities

Oversee real-time performance of Western Union's global Contact Support Centers.
Lead incident responses and coordinate cross-functional teams to minimize customer impact.
Monitor performance metrics and implement staffing and process adjustments to meet service levels.