Director Operations Western Union Englewood

Job description
Right now, we are seeking a Director,Operations, based at Western Union’s global headquarters in Englewood, Colorado.
In this role, you will develop strong and trusted working relationships with senior and mid-level business leaders throughout the company. You will develop and deliver Customer Care solutions to meet strategic business initiatives using multiple channels including IVR, voice, chat, and email. You will Lead the global management function for the Customer Care function through a 24x7 “follow-the-sun” Global Command Center.


In Addition, You Will
Lead the global Workforce Management function for Customer Care and multiple other operations and technology functions based on volume forecasts, skills, work rules and multiple languages
Lead the global Quality Management function for Customer Care including employees and vendors, offline and online work
Provide workforce management information to develop the financial impacts of workforce projections
Asses and refine the global strategy and performance goals for the Workforce Management, Global Command Center and Quality functions within Customer Care
Lead the Western Union relationship for key Care technology vendors including NICE and Genesys
Provide guidance and direction for the establishment of service levels and manage expectations with Western Union regional business units
Partner with the Care vendor management and training teams to open new sites, and re-balance workload between existing sites
Work with the Care reporting and analytics team to provide hourly, daily, weekly and monthly operational reports
Provide on-going analysis of Customer Care data and trends to identify new revenue opportunities and cost efficiencies to support the strategic objectives of Western Union
Identify and lead projects focused on continuous improvement in customer satisfaction, Care operational metrics, and cost efficiencies
Work closely with Customer Care peers including vendor management, technology, reporting, training, complaint management, and site operations
Lead a global team of approximately 70 employees
Perform additional job details as required or defined by Customer Care leadership

Qualifications
Bachelors degree required
Masters degree preferred
10+ years experience with workforce management software, NICE WFM – IEX preferred
10+ years experience with call center telephony and routing technology, Avaya and Genesys preferred
10+ years experience with quality management technology, NICE NPM preferred
Extensive experience with workforce management using a mix of employee and vendor resources and facilities
Extensive experience running and developing a command center and quality program supporting a global, multi-channel, skills based, multi-lingual customer care environment
Extensive experience and a proven track record leading a complex, global quality program
Excellent problem solving and organizational skills
Very strong ability to work without daily oversight and supervision
Strong written, verbal and interpersonal communication skills
Strong people leadership experience managing employees from different cultures, in overseas locations
Financial services industry experience, including involvement with anti-money laundering and consumer protection compliance concepts a plus
Ability to speak Spanish a plus

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