Operations
Senior Specialist, Workforce
Overview
At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.
Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.
Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.
Join us as we go beyond and be part of a team that’s redefining what’s possible.
Senior Specialist, Workforce – Vilnius, Lithuania
Do you enjoy planning for the future, ensuring that available resources are fit for purpose? Would you like to utilize your skills to help us optimize our workforce management function? Join Western Union as Senior Specialist, Workforce.
Western Union powers your pursuit
The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of queues, ensuring service levels are consistently optimized. Key tasks include real-time monitoring, coordinating schedule changes, managing outages from escalation to resolution, and processing schedule change requests.
The role also involves effective communication with internal teams and third-party vendors to improve short-term staffing and operational efficiency.
Role Responsibilities
- Being responsible for real-time performance monitoring, delivering great customer experience and ensuring long-term company success achieving organizational goals.
- Manage outages from escalation to resolution and process all service requests.
- Processing service requests received via ServiceNow system.
- Ensuring that service levels are optimized, coordinating schedule changes and providing staffing recommendations.
- Ensuring all daily, weekly and monthly reports are completed on time.
Role Requirements
- Strong analytical and communication skills.
- Excellent proficiency in MS Office, with advanced skills in MS Excel.
- Experience in workforce planning is an advantage.
- Previous experience in a call center environment is an advantage.
- Basic expertise in evaluating escalation requests, determining urgency and acting as an escalation owner when required.
- Ability to prioritize tasks and multitask effectively in a fast-paced, dynamic environment.
- Experience working with Workforce Management (WFM) systems, such as NICE IEX WFM and Genesys WFM, is a strong advantage.
Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
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. 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 Lithuania specific benefits include:
• Private Health Insurance (3 options)
• Life & Accident Insurance
• Additional days off
• Wide variety of discounts and special offers
• Free Fitness facilities
• Volunteering activities
• Referral program
Salary
The monthly gross base salary range is 1,813– 3,000 EUR. This range represents anticipated low and high end of the salary for this position. This role is also eligible for an annual variable target incentive (which may include long-term incentives, if eligible) that aligns with individual and company performance. Actual salaries will vary based on candidate’s qualifications, skills and competencies.
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.
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Estimated Job Posting End Date:
05-28-2026
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.
Our customer is at the heart of everything we do. Learn more:
Apply Today!
About Western Union
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.
Western Union Listens
We hold employee surveys through our employee engagement tool, Western Union Listens, benchmarking our results against global peers. We use the results to continually improve our culture and workplace, and encourage managers to review, discuss, and take action on survey findings with their teams.
In 2024, the employee participation rate reached 84%.
Western Union Game Changers Global Recognition Program
Recognition is a critical link to performance, inclusion, diverse ideas, and fostering a workplace where our employees connect, show their appreciation, and feel valued. At Western Union, our recognition is about moments that matter.
Get to know Western Union
As you read some of our employee stories from around the world, we hope you see yourself reflected in the work we do and the people who make up our diverse team.
