Senior Specialist, Workforce

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

Responsible for the real-time oversight and operational performance of Western Union's global Contact Support Centers, playing a critical role in ensuring business continuity, customer experience, and contractual service commitments across multiple regions and lines of business. Acts as a key control point for workforce optimization, service level attainment, and operational risk mitigation by continuously monitoring performance, managing staffing strategies, and implementing tactical adjustments to address changing business demands. Serves as a central coordination point during operational incidents and outages, leading escalations from identification through resolution while partnering with cross-functional teams, technology organizations, and business stakeholders to minimize customer impact.

Works closely with Senior Leadership Teams, Operations Leaders, Workforce Management teams, and various stakeholders across both captive and partner sites globally to provide actionable insights, influence operational decisions, and drive performance outcomes. Ensures the accurate and timely execution of workforce-related service requests, schedule management, and reporting deliverables that support business-critical decision-making. Analyzes operational performance, identifies emerging trends and risks, and delivers recommendations that improve efficiency, service quality, resource utilization, and customer experience.

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.

Estimated Job Posting End Date: 11-13-2026 This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible.