Senior Analyst Escalations, Customer Care

at  Western Union

SENIOR ANALYST ESCALATIONS, CUSTOMER CARE– QUEZON CITY, PHILIPPINES

Are you looking for a customer service role that lets you learn new skills in a supportive environment? Are you interested in growing your career with a worldwide financial-services leader that is reaching customers and receivers around the globe? Then it’s time to join Western Union as a Senior Specialist, Customer Care.

ROLE RESPONSIBILITIES:

• Handles second level of escalations (call, email and fax) and product related “up training”.
• Ensures that documentation/procedures/ measurements are kept up to date with industry standards.
• Responsible for supervising the performance and development of Trainees.
• Ensures constant monitoring of trainees’ strengths and areas for improvement in handling calls.
• Might assist with the supervision/evaluation of the performance and development of Trainees.
• Delivers monthly rosters and weekly review of rosters for the Call Centers.
• Prepares reports and daily/weekly review of the staffing performance against KPI’s in conjunction with Call Centre management, MIS and Quality Analysts. Supports regulatory requirements for Dodd Frank.

ROLE REQUIREMENTS:

• High school degree required, college degree or equivalent preferred.
• Must have strong verbal and written English skills.
• Must have 2-3 years previous experience in Call Centre industry preferably with a supervisory capacity.
• Strong ability to solve problems while focusing on excellent customer service. Competent in providing constructive feedback, strong analytical skills and logical thinker with effective time management skills and ability to multi-task