Global Contact Center Ops & Workforce Lead

Western Union; Quezon City; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Western Union seeks a senior Operations professional to oversee real-time performance of global Contact Support Centers and ensure continuity of service across regions. You will coordinate incident response, monitor staffing and SLAs, and partner with leadership to drive performance improvements.

The role focuses on analyzing trends, mitigating risks, and delivering actionable insights to enhance customer experience and operational efficiency.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 2 to 4+ years in Operations, Customer Service, or Workforce Management.
• Strong analytical, critical thinking, and data analysis skills.
• Excellent English verbal and written communication.
• Ability to manage multiple priorities in a global operations environment.

Responsibilities

• Responsible for real-time oversight and operational performance of global Contact Support Centers.
• Lead escalations from identification through resolution during incidents and outages.
• Coordinate with cross-functional teams, technology groups, and stakeholders.
• Monitor staffing, service levels, and performance, driving improvements.
• Provide actionable insights to influence operational decisions and outcomes.

Skills

Analytical thinking

Data analysis

Problem-solving

English communication

Education

Bachelor's degree or equivalent

Job description

Western Union seeks a senior Operations professional to oversee real-time performance of global Contact Support Centers and ensure continuity of service across regions. You will coordinate incident response, monitor staffing and SLAs, and partner with leadership to drive performance improvements.

The role focuses on analyzing trends, mitigating risks, and delivering actionable insights to enhance customer experience and operational efficiency.