Escalations and Operations Coordinator

Role Responsibilities
As an Escalations and Operations Coordinator you will be responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements

• Oversee and lead daily floor operations for a team of approximately 50 employees, ensuring consistent achievement of productivity, quality, and safety standards. Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded.
• Provide real-time floor support, acting as a visible and accessible leader. Foster a positive and collaborative work environment by addressing operational challenges, guiding team members, and promoting accountability.
• Utilize data-driven decision-making to identify trends, resolve issues, and optimize performance. Leverage reporting tools and analytics to monitor key performance indicators (KPIs), proactively address gaps, and drive continuous improvement.
• Serve as a role model and coach, demonstrating strong leadership and people skills. Mentor team members, support career development, and cultivate a culture of excellence, respect, and inclusion.
• Act as a subject matter expert in customer service and operational processes. Handle customer escalations both online and offline, ensuring timely and effective resolution that aligns with business goals and customer satisfaction.
• Ensure all operational tools and systems are functioning properly. Proactively identify technical issues and coordinate with IT teams or external vendors to escalate and resolve problems promptly, minimizing impact on service delivery.
• Drive operational innovation and efficiency, identifying opportunities for process improvement and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that improve service delivery and employee experience.
• Conduct root cause analysis and leads to continuous improvement initiatives using methodologies such as Lean or Six Sigma. Recommend and implement best practices to optimize resource utilization, reduce costs, and enhance overall performance.
• Support training and development efforts, ensuring team members are equipped with the skills and knowledge needed to succeed. Facilitate onboarding, upskilling, and leadership development programs.

Role Requirements

• Bachelor's degree or currently pursuing a degree in Business Administration, Industrial Engineering, or a related field.
• Previous experience in escalations handling, preferably in a Tier 2 or similar role, where balanced decision-making between business needs and customer or employee impact was essential.
• Strong operational knowledge is required, including familiarity with service delivery, performance metrics, and process optimization in a fast-paced environment.
• Certifications or demonstrated knowledge in process improvement methodologies, such as Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking, are highly desirable.
• People management skills, as you will be responsible for the personal and professional development of a team of approximately 50 employees. Ability to lead by example and foster a positive, high-performance culture.
• Fluency in English, with outstanding verbal, written, and listening skills (Level B2+ minimum, C1 ideal).
• Proficiency in MS Office, especially Excel and Power BI, with the ability to generate, analyze, and interpret datasets and reports to support decision-making.
• Strong analytical abilities, critical thinking, and a problem-solving mindset, with keen attention to detail. Ability to thrive in a highly structured, deadline-driven environment.
• Self-motivated and results-driven, with the ability to work independently, take ownership of tasks, and follow through to resolution. Confidence in making instinctual and logical decisions with minimal supervision.
• Customer service orientation, with a commitment to delivering high-quality support and solutions, especially in escalated or complex situations.  
• Availability to work from 3:00 p.m. to 10:00 p.m., Tuesday through Saturday, with Sundays and Mondays off.

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.