The primary responsibility of my position as a Subject Matter Expert is to handle all escalations (call, email and fax) and product-related “up-trainings”. Responsible for supervising the performance and development of trainees, if necessary. Ensures constant monitoring of trainees’ strengths & weaknesses in handling calls with the objective of making each agent perform at par to campaign KPI’s and thus contributing to the overall effort of the team.


• Provide high-level support for cases that go to the Western Union Executives.

• Deliver monthly rosters and weekly review of rosters for the Call Centers.

• Accurate and effective staffing to meet targeted key performance indicators for the Call Centers.

• Daily monitoring of staff levels and acting on over or under staffing as required to meet training/other needs.

• Daily / weekly review of the staffing performance against KPI’s in conjunction with Call Center management, MIS and Quality analysts.

• Ensure documentation / procedures / measurements…