The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of queues, ensuring service levels are consistently optimized
Job Summary
The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of 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.
Matching Summary
The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of queues, ensuring service levels are consistently optimized.
Salary
Base: 1,813– 3,000 EUR monthly gross; Bonus/Equity: Eligible for annual variable target incentive; Benefits: Multiple health insurance options, accident and life insurance, development platforms, additional days off, discounts, fitness facilities, volunteering activities, referral program
Skills & Requirements
Must-have
real-time performance monitoring
MS Excel advanced skills
call center environment experience
evaluate escalation requests
prioritize tasks and multitask
Nice-to-have
planning for the future
optimizing workforce management
effective communication
problem solving and ideation
Key Requirements
Strong analytical and communication skills
Workforce planning experience is an advantage
Workforce Management (WFM) systems experience is a strong advantage