Senior Specialist, Workforce

Western Union

Vilnius, Lithuania
Base: 1,813–3,000 eur monthly gross; bonus/equity:...
Hybrid
Real-time performance monitoring
Schedule change coordination
Service level optimization
The role is responsible for providing 24/7 global coverage of queues to ensure service levels are consistently optimized

Job Summary

  • The role is responsible for providing 24/7 global coverage of queues to ensure service levels are consistently optimized.
  • Employees will manage outages from escalation to resolution while processing all service requests via the ServiceNow system.
  • The position offers access to short-term incentives, multiple health insurance options, accident and life insurance, and free fitness facilities.

Matching Summary

The role is responsible for providing 24/7 global coverage of queues to ensure service levels are consistently optimized.

Salary

Base: 1,813–3,000 EUR monthly gross; Bonus/Equity: Eligible for annual variable target incentive; Benefits: Private Health Insurance, Life & Accident Insurance, Additional days off, Free Fitness facilities

Skills & Requirements

Must-have

  • Real-time performance monitoring
  • Schedule change coordination
  • Service level optimization
  • Outage management and resolution
  • MS Office and advanced Excel proficiency

Nice-to-have

  • Experience in workforce planning
  • Previous call center environment experience
  • Expertise with NICE IEX WFM systems
  • Expertise with Genesys WFM systems
  • Strong analytical and communication skills

Key Requirements

  • Strong analytical and communication skills
  • Advanced MS Excel proficiency
  • Ability to prioritize tasks in fast-paced environments

Work Rights

Not specified

Tailored Resume

Cover Letter