Global Contact Center Operations & Workforce Lead

Western Union; Quezon City; Presencial; PHP 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

Western Union seeks a dedicated professional to oversee real-time operations of its global Contact Support Centers. You will safeguard business continuity, ensure service commitments, and drive customer experience across regions and lines of business.

You will act as a central coordination point during incidents, lead escalations, monitor workforce planning, and deliver insights to optimize performance, resource use, and decision-making in a fast-paced, international environment.

Formación

• Bachelor's degree or equivalent professional experience in a related field.
• 2 to 4+ years of experience in Operations, Customer Service, Workforce Management, or related environment.
• Strong analytical, critical thinking, problem-solving, and data analysis capabilities.
• Excellent verbal and written English communication skills, with the ability to engage senior leaders and cross-functional stakeholders.
• Proven ability to manage multiple priorities in a fast-paced, global operations environment.

Responsabilidades

• Oversee real-time performance of global contact support centers.
• Coordinate incident management from detection to resolution with cross-functional teams.
• Monitor staffing strategies, service levels, and operational risk.
• Provide actionable insights to drive performance and customer experience.

Conocimientos

Strong analytical

Critical thinking

Problem-solving

Data analysis

English communication

Educación

Bachelor's degree or equivalent

Descripción del empleo

Western Union seeks a dedicated professional to oversee real-time operations of its global Contact Support Centers. You will safeguard business continuity, ensure service commitments, and drive customer experience across regions and lines of business.

You will act as a central coordination point during incidents, lead escalations, monitor workforce planning, and deliver insights to optimize performance, resource use, and decision-making in a fast-paced, international environment.