Team Leader (Escalations Team, Europe and Africa)

Are you looking for an agent’s service role that lets you learn new skills in a supportive environment?  Are you interested in growing your career with a worldwide financial-services leader that is reaching agents and receivers around the globe?  Then it’s time to join Western Union as a Team Leader (Escalations Team, Europe and Africa).

Western Union powers your pursuit. 

Team Leader is responsible for managing a team of Escalations Specialists and achieving the Key Performance Indicators of their respective area with an average span of control of 15 team members.

  
Role Responsibilities: 

• Lead and develop a high-performing team by setting clear expectations and KPIs, monitoring performance, providing feedback, and fostering engagement through regular check-in, coaching, and recognition initiatives.

• Analyze, revise workflows and support processes to enhance efficiencies and drive results by implementing best practices for optimal service delivery.

• Utilize analytics to assess team performance and prepare regular updates for management on progress and improvements.

• Engage in regional projects related to supported products, collaborating with cross-functional teams to achieve project goals.

• Serve as a primary liaison for regional support teams, addressing escalated issues and ensuring effective communication

• Promote a customer centric culture and establish feedback mechanisms to continuously enhance service quality.

Role Requirements: 

• Experience in a leadership role withing customer support or agent service, demonstrating effective team management and performance improvements

• Bachelor’s degree in business administration, management, or a related field is a plus

• Strong leadership abilities with a focus on motivating mentoring, and developing team members for success

• Experience in analyzing workflows for efficiency and successfully managing projects to meet business objectives

• Excellent verbal and written communication skills for effective collaboration with diverse stakeholders and building strong relationships.

• Commitment to Delivering exceptional customer service, with the ability to gather and leverage feedback  for continuous improvement. 

• Working hours mainly will be from 3 PM local time or will be adjusted according to the business needs.

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 agents-centric team of over 8,000 employees serving 200 countries and territories, reaching agents 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 agents move forward. 

Just as we help our global agents 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 Philippines specific benefits include:  

• Paid sick leave and vacation leave

• HMO coverage with free unlimited dependents from day 1 of employment

• Performance incentive program / Performance Attendance Bonus

• Unique incentive program

• Hybrid working arrangement

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 for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month. 

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, colour, 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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