Sr. Workforce Specialist

Quezon City - Philippines

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

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.
Youll 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 AND OTHER DETAILS

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. 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 insurers 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

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.

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Estimated Job Posting End Date:

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.

Required Experience:

Senior IC

Role ResponsibilitiesThe 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 resolut...

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.
Youll 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.