Sr Workforce Specialist

JR0129547

Role Responsibilities

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.

• 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.
• Bachelors Degree, plus 2-4 years progressive experience, or equivalent.
  
  

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

Benefits

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Philippines Specific Benefits Include

• Paid sick leave and vacation leave
• Health card (HMO) coverage from day 1 of employment – dependents can be covered, subject to the insurer’s review of eligibility
• Hybrid working arrangement
  
  

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.

We are passionate about honoring our employees identity and fostering a feeling of belonging. 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, color, 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

03-13-2026

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.

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