Team Leader, Customer Care
Western Union Holdings, Inc.
Quezon City, Quezon City, Philippines
4d ago

Opportunity for a Team Leader, Customer Care, WU.com, Quezon City

We’re seeking a Team Leader for Customer Care, WU.com based inQuezon City office . In this role, youwill have primary responsibilities of managing a team of Senior Specialists,who handle and resolve customer and agent enquiries or complaints and attainingtargeted Key Performance Indicators (KPIs) at an individual and team level.

Youwill look after managing daily operations and different workflow fromcustomers, agent partners, internal departments and regional offices.

Finally,you will follow policy outlined in the standard operating procedures designedto meet all regulatory and compliance requirements.

Sound interesting? Here are some specifics

  • Perform quality assurance evaluations
  • Conduct regular structured and documented coaching and feedback sessions with direct reports
  • Use real time management and historical data information to monitor staff performance
  • Serve as information source for team members
  • Ensure timely, high quality and satisfaction ratings for enquiry and complaint resolutions
  • Work on key projects and provide support to new products and services
  • Act as the catalyst for implementing new policies and operational changes
  • Generate and present periodic and comprehensive management reporting on individual staff performance
  • Formulate actionable items necessary to maintain high level of performance results
  • What you will need to succeed

  • Bachelor’s degree holder
  • At least three to five years of relevant Customer Care experience in a Team Lead capacity
  • Fluency in both verbal and written English
  • Excellent interpersonal skills and leadership capabilities
  • Detail oriented approach and ability to provide constructive feedback
  • Ability to communicate effectively and professionally with internal and external customers
  • Strong analytical skills and decision-making ability
  • Capable of working in a changing environment
  • Proficient in using Microsoft Office applications particularly Excel, Word, and Outlook
  • What will make you stand out

  • Experience within a Team Leadership role, or Subject Matter Expert
  • WU.com background
  • Lean management background
  • What’s in it for you?

  • Competitive global pay and benefits
  • Unparalleled experience as part of one of the most advanced compliance teams in the world, with opportunities to build valuable skills and grow your career
  • Diverse, global team with colleagues in over 50 countries
  • What it’s like here :

    Western Union (WU) is a company on the move! We believe that when money moves,better things can happen. From small businesses and global corporations, tofamilies near and far, or NGO’s in the most remote communities on Earth, WUhelps people and business move money globally.

    We have a rich legacy ofinnovation, and are continuing to develop new and more convenient ways for ourcustomers to send and receive money through digital, mobile and retailchannels.

    We have a combined digital and retail network that spans over 200 countriesand territories. Some companies specialize in cash-

    based retail money transferand others play only in digital. We are leaders in both!

    Being on the Western Union team meansbeing tenacious and goal-oriented. It means taking risks and quicklyfinding the path to success.

    It means having integrity, and finding ways tomake things work. It means thriving as part of a diverse, global teamof over 10,000 people who are committed to moving money for better.

    It means being driven to win, and to do work that makes a difference on aglobal stage. Sound like you? Apply now!

    Inclusion and diversity are fundamental to our culture andsuccess. Achieving our common vision depends on people with diversebackgrounds working together.

    Who knows; your unique point ofview could be the key to our next groundbreaking idea.We’d love to explore that possibility!

    Western Union is proud to be an Equal Opportunity-AffirmativeAction Employer. The company will provide accommodation to applicants,including applicants with disabilities, during the recruitment process, inaccordance with applicable laws.

    We are committed to equal employmentopportunity regardless of race, color, religion, sex (including pregnancyor related medical conditions), national origin, veteran status, sexualorientation, gender identity, age, disability, marital status or anotherprotected category.

    LI-RA1

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