Senior Team Leader, Customer Care

Senior Team Leader, Customer Care – San Jose, Costa Rica

Are you passionate about leading a team and achieving goals? Are you interested in joining a dynamic team that is dedicated to creating a better customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Senior Team Leader, Customer Care.

Western Union powers your pursuit.

This role is the key to has close communication with other departments from compliance to accounting and client relationship teams. The focus on this position is monitor and track key performance indicators, assigning tasks and workload to individual team members and guide them to obtain their goals.

Role Responsibilities

• Monitor performance of the team when supporting requests received in the department within stablished criteria (SLAs); make sure team is accountable for the follow up or resolution of assigned tasks as well as identify and give visibility to areas with opportunity for improvement and solutions implemented.
• Work on escalations form the team and external areas.
• Participate on different projects for transitions, pilots and product or partners launches facing agents as an agent Support SME for LACA and NAM Regions.
• Identify and propose improvements on processes within the Agent Support scope to trigger updates on documentation
• Support on the hiring/on boarding process and responsible for the performance of the team supporting, coaching, and providing tools to develop their potential to properly support current and midterm responsibilities.
• Liaison between the team members and management to maintain focus/alignment on company´s strategy on tactical decisions, new projects, and initiatives. Represent Agent Support function during internal meetings and reviews.
• As a role model and a mentor to your team, you also participate in, or lead projects in implementing new policies or operational changes. Empowered to make critical business decisions that may impact the operation and improve customer/agent satisfaction.
• Contribute to initiatives to enhance and streamline our processes, as you try to optimize workflows in keeping with departmental goals in line with Western Union's overarching vision.

Role Requirements

• Bachelor's degree or be a student and 2 years or more experience in supervisor positions or similar position related with leading teams on projects.
• Advanced or Bilingual English level.
• A self-motivated quick learner, you will be used to working with minimal supervision and comfortable to communicate effectively across the organization.
• Systems: Office, Power BI, AS400, Salesforce.
• Capacity to work in a fast-paced environment. Required skills: analytical skills and decision-making ability, proactive, detail-oriented, critical thinking and problem Solving. High sense of accountability.
• Excellent communication skills/effective listening with an assertive approach at all levels.
• Leadership skills to create a supportive and motivating work environment and time and priority management.
• Proficient on processes related to agent support including but not limited to transactional support, settlement and accounting, management of Internal accounts for adjustments, escalation of issues due to technical constraints.

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

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Cafeteria Discounts

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.