Western Union IVR and Call Service Coordinator in Vilnius, Lithuania

Job Title: IVR and Call Service Coordinator

Requisition #: 1801174

Does working for one of the world's leading providers of international business payments and foreign exchange sound exciting to you? How about being a part of a global team that’s passionate about creating a better customer experience?

We’re seeking an IVR and CallService Coordinator, based in our Vilnius office. In this role, you will play a key part in the Care Tools & Systems Team Organization, working to help shape the IVR and Call Services customer journey.

You will have the opportunity to contribute to and improve the effectiveness of operations by combining your expertise of the business, procedures and concepts while developing a deeper understanding of the technologies responsible for connecting our customers and agents with Western Union.

Sounds interesting? Here are somespecifics:

  • ProvideDay-to-day IVR and call service support

  • Providetechnical oversight and collaboration for IVR solutions

  • Review andMonitor key metrics and dashboards, to ensure we maintain a highlyavailable, customer focused platform

  • Supportcontinuous tuning for the IVR platform which may include speech analytics,prompt flow or call flow analysis, and configuration support

  • Support preand post deployment feature and functional testing, as needed

  • Work withvendors and internal teams to problem solve and develop new solutions

  • Develop,support and maintain documentation (such as KVP’s and other attached data)required to effectively support the IVR to CSR call routing and callservice matrix, as required

  • Someon-call, after hours, weekend and holiday support will be required on aninfrequent but as needed basis

What you will need to succeed:

  • Deepunderstanding of the Western Union customer experience and a passion forcontinual improvement of the customer journey

  • Universitydegree with a technical, mathematics, science, or equivalent preferred

  • Experienceof writing and managing digital or technical content for a consumeraudience

  • Degreein business, IT, science or a related discipline, or possess an equivalentcombination of education and work experience

  • Abilityto manage multiple deliverables in a highly energized and fast-pacedenvironment within a framework of constantly shifting deadlines anddeliverables

  • Customercare interaction application experience, preferably in the financialservices industry

  • Experiencewith eliciting, analyzing, and documenting requirements with minimumsupport

  • Abilityto provide as needed Tier 3, 24x7 weekend support as needed.

  • Abilityto build relationships through-out all levels of the organization

  • Knowledgeof a wide variety of tools and techniques used to problem solve andresearch technical solutions

  • Experiencewith multi-channel customer care self service solutions including but notlimited to IVR solutions, Genesys, Avaya, NICE, and IEX preferred.Experience working with email, chat, social media and outboundnotification a plus, but not required.

  • Mustpossess strong written and oral communication skills, and have the abilityto work both independently or as part of a team

  • Abilityto work in a fast-paced development environment under tight resource andschedule restrictions

  • Demonstratedcritical-thinking, problem-solving, prioritization and goal-setting skillsare required

  • Mustpossess excellent communication and organization skills

  • Strongproject management skills with an ability to handle multiple projects andtasks simultaneously

What will make you stand out:

  • Superior English language writing andediting skills

  • Excellent critical thinking and problemsolving ability

  • Ability to work across global time zones

  • Strong desire to actively participate inand personally drive changes that will delight our customers and agents.

What’s in it for you?

  • Ongoing learning and career developmentopportunities

  • Ability to be involved in processimprovements, initiatives and project work

  • An interesting multicultural workingenvironment

  • Ability to collaborate and link acrossborders with sector and technical experts in all parts of our businesssupported by cutting edge technology and systems

  • An attractive base salary is on offerdepending on skills and experience, along with a comprehensive benefitspackage

  • As a member of our team you will be alsobe involved in our global employee recognition program

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our consumers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Soundslike you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or other protected category.