Manager, Workforce Management
Western Union
Quezon City, PHL
3d ago

Manager, Workforce Management Quezon City, Philippines Are you a tech-savvy and initiative Workforce Management (WFM) expert?

Would you like to utilize your skills to help a leading global FinTech company to optimize its’ Workforce Management function?

Join Western Union as a Manager, Workforce Management. Motivated by our values : purpose driven, globally minded, and trustworthy & respectful We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations.

We’re a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Relentless pursuit of better In this role, you will be responsible for leading and directing a site-level Workforce Planning team that includes daily scheduling staff across Global Operations and Partner Services.

You will be expected to ensure consistent processes across Global Operation, and liaison with technology support teams. This will include close collaboration with the WFM software vendor, maintenance and evolution of processes for monitoring service delivery, engaging contingency and disaster recovery plans, running technical outage bridges, and other activities needed to deliver customer service level.

For such a pivotal role, we need you to have proven Workforce Management experience together with a strong understanding of WFM software (NICE, Genesys, eWFM, or other).

You have people management experience bringing strong interpersonal and communication skills to the table. We expect you to have a technical mindset while experience with Python or Robotic Process Automation (RPA) will make you stand out.

You demonstrate excellent problem-solving skills, results-driven mindset, and working in a fast-paced, multicultural environment drives you.

Fluency in English is a must. Previous experience of lean and agile working methodologies is also desirable.

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