Escalations & Operations Coordinator

Escalations & Operations Coordinator – Santa Ana, Costa Rica   

Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for better?  Join Western Union as a Escalations & Operations Coordinator.  

Western Union powers your pursuit.  

We are looking for someone who would be part of the Digital Review Team as a Escalations & Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements  

Role Responsibilities  

• Operational Oversight: Support the daily operations of a team comprising approximately 50 employees by assisting supervisors in maintaining consistent adherence to productivity, quality, and safety standards. Actively monitor Service Level Agreements (SLAs) to ensure operational targets are consistently met or exceeded. 

• Team Leadership and Culture: Foster a collaborative and positive work environment by addressing operational challenges, guiding team members, and promoting a culture of accountability and mutual respect. 

• Data-Driven Performance Management: Leverage data analytics and reporting tools to monitor key performance indicators (KPIs), identify performance trends, and proactively address gaps. Utilize insights to drive continuous improvement and operational excellence. 

• Coaching and Development: Serve as a role model and coach, demonstrating strong interpersonal and leadership skills. Mentor team members, support their professional development, and cultivate a culture of excellence, inclusion, and respect. 

• Customer Experience Management: Act as a subject matter expert in customer service and operational processes. Manage customer escalations across channels, ensuring timely and effective resolution aligned with business objectives and customer satisfaction. 

• Systems and Tools Management: Ensure the optimal functionality of operational tools and systems. Proactively identify and escalate technical issues to IT teams or external vendors to minimize service disruptions and maintain operational continuity. 

• Process Improvement and Innovation: Champion operational innovation by identifying opportunities for process optimization and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that elevate service delivery and employee experience. 

• Continuous Improvement Initiatives: Conduct root cause analyses and lead continuous improvement efforts using methodologies such as Lean or Six Sigma. Recommend and implement best practices to enhance resource utilization, reduce operational costs, and improve overall performance. 

• Training and Enablement: Support training and development initiatives to ensure team members possess the necessary skills and knowledge to succeed. Facilitate onboarding, upskilling, and leadership development programs to build a high-performing team.  

Role Requirements  

• Education: Bachelor’s degree or active enrollment in a degree program in Business Administration, Industrial Engineering, or a related field is required. 

• Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business objectives with customer or employee impact are essential. 

• Leadership Support: Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment. 

• Language Proficiency: Fluency in English is required, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred). 

• Technical Skills: Proficiency in Microsoft Office Suite, particularly Excel and Power BI, is preferred. The ability to generate, analyze, and interpret datasets and reports to support operational decision-making is essential. 

• Certifications: Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be committed to obtaining certification within six months of hire. 

• Professional Attributes: Self-motivated and results-driven, with strong analytical and problem-solving skills. Detail-oriented, able to work independently, and confident in making sound decisions. Committed to delivering high-quality support, especially in complex or escalated situations, with a strong customer service focus. 

• Operational Knowledge: Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments is required. 

• Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is required.  

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 lifeinsurance, 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 interviewprocess 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  

Our hybrid work model