Western Union Manager, Operations (ROC) in Cuauhtémoc, Mexico

Job Title: Manager, Operations (ROC)

Requisition #: 1606985

Manager Operations


Responsible for the overall administration, supervision and coordination of call center operations. Manage operational resources such as people, time and workloads. Set, enforce and meet specific call center performance goals and standards such as timelines, data quality standards, and budgets. Motivate and optimize call center staff. Act as an employee advocate, communicating, counseling, documenting and resolving any and all issues. Full Responsibility over multiple teams in one service.

Responsible for Payments, MTBP, RMO, VIGO yOV


§Bachelor degree in Administration or related areas

§3-5 years related experience with 2 years supervisory.

§Fluency in English and Spanish required French is a plus, Strong communication, presentation and ability to hold contact at management level



üDetermines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; assuring productivity quality standards are met

üMaintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;

üAccomplishes call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

üMeets call center financial objectives by analyzing variances; initiating corrective actions.

üMaintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

üAccomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

üServe as a POC between business and CARE Organization for those products under his/her responsibility. Communicate results to executive level and address concerns and requests from internal and external customers.

üWork closely with internal Care and provider departments to assure operational standards.


Customer Focus, Customer Service, Verbal Communication, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, EmphasizingExcellence