Job Description

YOUR KEY RESPONSIBILITIES WILL INCLUDE:

• This role is responsible for the management and success of the customer contact center for Western Union
  
• The person will need to manage and lead the teams and vendor site to provide an exceptional level of customer service to our customers and agent partners
  
• The role will be tasked with: ensuring daily metrics are met; staff morale, motivation and development is maintained and to sustain a cycle of continuous improvement for production efficiencies to ensure the financials of the operations adhere to the forecasted budget and plans
  
• Building a high performance culture; building strong working relationships with International Agent Partners as well as internal departments and government officials
  
• Managing the call center budget; working closely with other Western Union contact centers and outsourcers
  
• Achieving the daily KPIs and being measured in customer loyalty and retention & revenue generation via cross-selling

Requirements

• Experience in managing a call centre (50+ employees)
  
• Proven track of leading several teams within customer service industry
  
• Fluent English is a must

Company offers

As an independent company listed on the New York Stock Exchange, the employees of The Western Union Company® focus exclusively on serving our customers, growing our business and creating value for our shareholders. We provide a valuable service to millions of people around the world. Western Union is all about choice. We thank you for your interest in Western Union.

We offer a challenging, fast-paced and multicultural environment with the chance to grow! Say “Yes” to a “YES-company”!

Additional information

If You are interested, please send Your CV in English with subject “CALL CENTRE MANAGER” to cvLT@strategicstaff.com. Confidentiality guaranteed. Only selected candidates will be informed