Job Description
Role Responsibilities
The Workforce Management GCC Specialist is responsible for providing 24/7 global coverage of contact center queues, ensuring service levels are consistently optimized. Key tasks include real-time monitoring, coordinating schedule changes, managing outages from escalation to resolution, and processing schedule change requests. The role also involves effective communication with internal teams and third-party vendors to improve short-term staffing and operational efficiency.
Work closely with stakeholders from multiple business units to gather, analyze, clarify, and document business requirements and translate them to system requirements.
Manages both domestic and international projects including the centralization of workforce technologies and processes, implementation and Contact Center consolidation.
Provides Workforce support and guidance to both domestic and international contact centers.
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