Customer Care Supervisor - Madrid, Spain
Do you thrive on working in an environment where the customer is your top priority?
Are you a tenacious problem solver, someone who enjoys working in a fast-paced organization, and strives to lead your team to success?
Are you interested in joining a brand-new team, and a business that's on the move?
If so, then it's time to join Western Unions' new Digital Banking Hub.
Western Union powers your pursuit.
Reporting to the Customer Care Hub Manager we'll look to you to lead our team of Customer Service Representatives to provide:
Role Responsibilities Defining and updating the playbooks (operating textbooks) by which Customer Service Representatives (CSRs) operate.Defining the scripts to be followed by CSRs in both written and verbal communications.Serving as the accountable executive responsible for ensuring we fully solve customers' issues, including escalating customer issues if they have greater complexity issues to the broader involvement of teams across the organization.Hiring, coaching, and training of team members.Performing regular quality assurance of CSR communications and problem-solving, feeding results into training plans, coaching, and hiring practices.Conducting hiring of Tier 1 CSRs. Role Requirements Solid experience in customer service, operations, digital and/or retail banking and/or payments, or the financial field in general.Supervisory skills and can-do attitude.Customer success mindset and attention to the details.Preference for experience in finance and/or regulatory affairs.Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.Excellent verbal and written business English skills.Team player with the ability to prioritize workload in line with tight deadlines and under pressure. We make financial services accessible to humans everywhere.
Join us for what's next.
Western Union is positioned to become the world's most accessible financial services company — transforming lives and communities.
To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem.
More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
Benefits
You 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.
Your Spain specific benefits include:
25 days annual leave - plus 10 public holidaysComprehensive life & medical cover - including dependents.Contributory pension planPreventative Care Assistance program
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