Supervisor, Global Commands Center

Supervisor, Global Commands Center – Vilnius, Lithuania

Do you enjoy planning for the future and ensuring that available resources are fit for purpose? Would you like to utilize your skills to help us optimize our Workforce Management function? Are you interested in joining a Globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Supervisor, Global Commands Center.

Western Union powers your pursuit.

Key Responsibilities:

• Supervise Real-Time Monitoring: Ensure your team continuously monitors call center performance metrics, including call volume, average handling time, service levels, and agent productivity.

• Oversee Workforce Management: Guide your team in adjusting agent schedules and allocating resources in real-time to meet call center demands and maintain service level agreements (SLAs).

• Direct Performance Analysis: Lead your team in analyzing real-time data to identify trends, issues, and areas for improvement. Provide actionable insights to the management team.

• Support and Escalation Management: Ensure your team provides immediate support to agents during peak times or when issues arise. Oversee the escalation of critical issues to the appropriate departments or management.

• Reporting Oversight: Supervise the generation and distribution of real-time performance reports to stakeholders. Ensure accurate and timely reporting of key metrics.

• Training and Development Coordination: Assist in training new agents on real-time monitoring tools and best practices. Provide ongoing coaching and support to improve agent performance.

• System Management Supervision: Ensure the proper functioning of real-time monitoring tools and systems through your team. Coordinate with IT for any technical issues or upgrades.

• Compliance Assurance: Ensure your team adheres to company policies, procedures, and regulatory requirements. Maintain a high level of data security and confidentiality.

Role Requirements

• Bachelor’s degree in Business Administration, Management, or a related field preferred.

• Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory role.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Proficiency in call center software and real-time monitoring tools.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Strong organizational and time management skills.

• Workforce Management or Call Center Operations certifications are a plus.

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/.

Salary

The monthly gross base salary range is 2,658 – 4,133 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.

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 below benefits specific to your location 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

• Relocation Buddy support upon request

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.

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Estimated Job Posting End Date:

01-31-2025

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.