Senior Team Leader, Agent Support

The Team Leader would be 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. Key responsibilities include:

• 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 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/.  

Work Shift

HYBRID - 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.