Global Contact Center Workforce Lead

Western Union; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Western Union in the Philippines seeks an experienced Operations leader to oversee real-time performance of global Contact Support Centers. You will monitor service levels, staffing, and incident responses, coordinating with technology and business stakeholders to safeguard continuity and customer experience.

Responsibilities include delivering actionable insights, leading escalations, and driving efficiency through data analytics and reporting, partnering with senior leaders and global teams.

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.

Responsibilities

• Oversee real-time performance and throughput of Western Union's global Contact Support Centers.
• Monitor service levels, staffing, and incidents; coordinate tactical adjustments to meet demands.
• Lead incident response and escalations with cross-functional teams to minimize customer impact.
• Provide insights and reporting to senior leadership to drive efficiency and quality.
• Analyze trends, risks, and performance to optimize resource utilization and customer experience.

Skills

Analytical skills

English communication

Stakeholder management

Multitasking

Education

Bachelor's degree or equivalent

Job description

Western Union in the Philippines seeks an experienced Operations leader to oversee real-time performance of global Contact Support Centers. You will monitor service levels, staffing, and incident responses, coordinating with technology and business stakeholders to safeguard continuity and customer experience.

Responsibilities include delivering actionable insights, leading escalations, and driving efficiency through data analytics and reporting, partnering with senior leaders and global teams.