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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

Support our agents and proactively contact them to obtain business intelligence. 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.

Role Requirements

Strong verbal and written English and Spanish skills are required. +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.

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 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