Manager, Agent Training

Manager, Agent Training – Santa Ana, Costa Rica

Are you a passionate leader with the ability to drive great results and high employee engagement? Do your talents lie in developing and motivating a team to succeed? Then, it’s time to join Western Union as a Manager in Agent Training.

Western Union powers your pursuit.

As an Agent Training Manager, you will manage the activities involved with the design, preparation, delivery, and need assessment of training and development programs for agents/customers.

Role Responsibilities

• Perform needs assessment (surveys, interviews, focus group sessions) to identify skill gaps for their corresponding audience.
• Develop and implement training programs to enhance performance and engagement.
• Coordinate and facilitate planned and ad hoc virtual training sessions to support strategic priorities including the Agent and ROM Connect Sessions (trainings) throughout the year.
• Measure the effectiveness and impact of training programs through evaluations and performance metrics.
• To align training initiatives with business goals, ensuring audiences are equipped with the knowledge and necessary skills to support and perform their jobs effectively.
• The training manager will help foster a culture of continuous learning and help improve productivity and drive superior customer service.

Role Requirements

• 4+ years on training delivery using different methodologies
• Stakeholder Management
• Bachelors in teaching or business administration (preferred)
• Fluent on English
• Expertise managing Excel, Power BI, Power Point and Zoom
• Adobe creative Suite (preferred)
• Flexible Schedule

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

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 (https://careers.westernunion.com/global-benefits/). 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 Costa Rica- specific benefits include:

• Asociación Solidarista
• In-house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. 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.

#LI-GV1 #LI-Hybrid

Estimated Job Posting End Date:

09-30-2025

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.