Senior Team Leader – Agent Support

About the role

Western Union is seeking a Senior Team Leader to oversee a group of Escalations Specialists who provide support to agents worldwide. This role combines people management, process optimisation, and cross‑functional collaboration in a dynamic, customer‑centric environment.

Key responsibilities

• Lead and develop a team of approximately 15 Escalations Specialists, setting clear KPIs and providing regular coaching and recognition.
• Analyse and redesign workflows and support processes to improve efficiency and service quality.
• Use analytics to monitor team performance, generate reports, and present updates to senior management.
• Participate in regional projects, working with product and operations teams to achieve project goals.
• Act as the primary liaison for regional support teams, handling escalated issues and ensuring effective communication.
• Promote a customer‑centric culture and implement feedback mechanisms for continuous improvement.

Required profile

• Proven leadership experience in customer support or agent services, with a track record of improving team performance.
• Bachelor’s degree in business administration, management, or a related field is a plus.
• Strong verbal and written communication skills for collaboration with diverse stakeholders.
• Commitment to delivering exceptional customer service and leveraging feedback for ongoing enhancements.

Required skills

What we offer

• Opportunity to work for a global financial‑services leader with a presence in over 200 countries.
• Career development and learning opportunities in a supportive environment.
• Competitive benefits and a diverse, inclusive workplace.