Sr. Workforce Specialist

Western Union

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Real-time monitoring
Schedule change coordination
Outage management
** Western Union is seeking a Sr. Workforce Specialist to manage global contact center operations, focusing on optimizing service levels and staffing efficiency. The ideal candidate should possess strong analytical skills, experience in workforce management, and a collaborative mindset to work effectively with various stakeholders. **

Job Summary

  • 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.
  • Western Union values in-person collaboration, problem solving, and ideation whenever possible, with an expectation to work from the office a minimum of three days a week.

Matching Summary

Match Score: 75

** Western Union is seeking a Sr. Workforce Specialist to manage global contact center operations, focusing on optimizing service levels and staffing efficiency. The ideal candidate should possess strong analytical skills, experience in workforce management, and a collaborative mindset to work effectively with various stakeholders. **

Skills & Requirements

Must-have

  • Real-time monitoring
  • Schedule change coordination
  • Outage management
  • Staffing recommendations
  • MS Excel proficiency

Nice-to-have

  • Global coverage
  • Cross-functional collaboration
  • Project management
  • Continuous improvement

Key Requirements

  • 2-4 years progressive experience
  • Bachelor's Degree or equivalent

Work Rights

Not specified

Tailored Resume

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