Senior Specialist, Workforce – Vilnius, Lithuania

Do you enjoy planning for the future, ensuring that available resources are fit for purpose? Would you like to utilize your skills to help us optimize our workforce management function? Join Western Union as Senior Specialist, Workforce.

Western Union powers your pursuit

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.

The role also involves effective communication with internal teams and third-party vendors to improve short-term staffing and operational efficiency.

Role Responsibilities

• Being responsible for real-time performance monitoring, delivering great customer experience and ensuring long-term company success achieving organizational goals.

• Manage outages from escalation to resolution and process all service requests.

• Processing service requests received via ServiceNow system.

• Ensuring that service levels are optimized, coordinating schedule changes and providing staffing recommendations. 

• Ensuring all daily, weekly and monthly reports are completed on time.

Role Requirements

• Strong analytical and communication skills.

• Excellent proficiency in MS Office, with advanced skills in MS Excel.

• Experience in workforce planning is an advantage.

• Previous experience in a call center environment is an advantage.

• Basic expertise in evaluating escalation requests, determining urgency and acting as an escalation owner when required.

• Ability to prioritize tasks and multitask effectively in a fast-paced, dynamic environment.

• Experience working with Workforce Management (WFM) systems, such as NICE IEX WFM and Genesys WFM, is a strong advantage.

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 location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Lithuania specific benefits include:

•    Private Health Insurance (3 options)

•    Life & Accident Insurance

•    Additional days off

•    Wide variety of discounts and special offers

•    ⁠Free Fitness facilities

•    Volunteering activities

•    Referral program

Salary

The monthly gross base salary range is 1,813– 3,000 EUR. This range represents anticipated low and high end of the salary for this position. This role is also eligible for an annual variable target incentive (which may include long-term incentives, if eligible) that aligns with individual and company performance. Actual salaries will vary based on candidate’s qualifications, skills and competencies.

Other Details

We are passionate about honoring our employee's 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:

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.