Job Information
Western Union Senior Analyst Escalations, Customer Care - Mexico City in Cuauhtémoc, Mexico
Senior Analyst Escalations, Customer Care - Mexico City
Are you passionate about helping others and providing a world-class 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? Then join Western Union as a Senior Analyst Escalations, Customer Care.
Western Union powers your pursuit.
In your role you will support administration duties and local/regional projects and tasks providing consistent, informative, and accurate information within the communications function, with a focus on the following:
Role Responsibilities
Collaborate with our internal teams on managing the relationship on the functional side with some key partners.
Ensures that documentation/procedures/ measurements are kept up to date with industry standards.
Prepares reports and daily/weekly/Monthly review of the performance against KPI's in conjunction with Call Centre management, MIS, and Quality Analysts.
Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Might need to supervise the performance and development of Trainees or internal and external team members.
Role Requirements
+2 years of experience in the call center industry (with previous supervisory or customer service capacity experience preferred).
A bachelor's degree or studying in a related field is desirable.
High school degree is required.
Analytical skills and logical thinker with effective time management skills and ability to multi-task.
Strong ability to solve problems while focusing on excellent customer service.
Intermediate/Advanced Excel.
Teamwork attitude.
Strong verbal and written English and Spanish skills are required.
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 https://careers.westernunion.com/.
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
( https://careers.westernunion.com/global-benefits/ ). 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 Mexico-specific benefits include:
Grocery vouchers
2 personal days off
Special days for marriage or concluding an academic degree.
15 days off for the Birth of the Child and/or adoption
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.
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Estimated Job Posting End Date:
05-31-2024
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.