Responsible for the real-time oversight and operational performance of Western Union's global Contact Support Centers, playing a critical role in ensuring business continuity, customer experience, and contractual service commitments across multiple regions and lines of business. Acts as a key control point for workforce optimization, service level attainment, and operational risk mitigation by continuously monitoring performance, managing staffing strategies, and implementing tactical adjustments to address changing business demands.

Serves as a central coordination point during operational incidents and outages, leading escalations from identification through resolution while partnering with cross-functional teams, technology organizations, and business stakeholders to minimize customer impact. Works closely with Senior Leadership Teams, Operations Leaders, Workforce Management teams, and various stakeholders across both captive and partner sites globally to provide actionable insights, influence operational decisions, and drive performance outcomes.

Ensures the accurate and timely execution of workforce-related service requests, schedule management, and reporting deliverables that support business-critical decision-making. Analyzes operational performance, identifies emerging trends and risks, and delivers recommendations that improve efficiency, service quality, resource utilization, and customer experience.

Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• 2 to 4+ years of experience in Operations, Customer Service, Workforce Management, or a related environment.
• Strong analytical, critical thinking, problem-solving, and data analysis capabilities.
• Excellent verbal and written English communication skills, with the ability to effectively engage senior leaders and cross-functional stakeholders.
• Proven ability to manage multiple priorities in a fast-paced, global operations environment while influencing decisions across geographically dispersed teams.