Senior Specialist, Workforce – Quezon City, Philippines

Do you enjoy planning for the future, ensuring that available resources are fit for purpose? Would you like to utilize your skills to help us optimize our workforce management function?

Join Western Union as Senior Specialist, Workforce.

Western Union powers your pursuit.

The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of contact center queues, ensuring service levels are consistently optimized. Key tasks include real-time monitoring, coordinating schedule changes, managing outages from escalation to resolution, and processing schedule change requests.

The role also involves effective communication with internal teams and third-party vendors to improve short-term staffing and operational efficiency.

Role Responsibilities:

• Work closely with stakeholders from multiple business units to gather, analyze, clarify, and document business requirements and translate them to system requirements.
• Manages both domestic and international projects including the centralization of workforce technologies and processes, implementation and Contact Center consolidation.
• Provides Workforce support and guidance to both domestic and international contact centers.
• Coordinates partnerships with HR, Training, Service Operations Management, QA and other departments. Ensure all daily, weekly and monthly reports are completed on time.

• You’ll be responsible for real time monitoring to ensure that service levels are optimized, coordinating schedule changes, and providing staffing recommendations.

• Manage outages from escalation to resolution and process all service requests.

Role Requirements:

• To be successful in this role, you must have strong analytical and communication skills, and be adept in using MS Office programs, especially MS Excel in particular.
• You must also be able to multitask with minimal supervision. 
• Bachelor's Degree, plus 2-4 years progressive experience, or equivalent.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippines specific benefits include:  

• Paid sick leave and vacation leave. 
• HMO coverage with free unlimited dependents from day 1 of employment 
• Performance incentive program / Performance Bonus 
• Unique incentive program 
• Hybrid working arrangement. 

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate. 

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, colour, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

01-29-2025

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.