Senior Specialist Workforce

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

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:

11-23-2026

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.