At ING we are looking for a Customer Service & Efficiency Supervisor
Your role and work environment :
We are looking for a talented and enthusiastic Customer Service & Efficiency Supervisor to join our COO Contact Center.
You manage the performance and professional development of people in your team.
You work in a customer obsession area, that means :
You provide a differentiating experience for ING's customers at optimal value and profitability for ING.
You will work closely with customers and key stakeholders to achieve the initiatives from customer experience perspective that respond to the vision, strategy, and road map of the COO.
You are passionate about improving the client experience and have a broad knowledge on ING products, remote channels, and local market.
You understand and analyze all inputs to simplify customer process.
You will be responsible for the regulatory compliance of the channel, the control of budgets and the fulfillment of objectives of satisfaction and service levels.
You should work closely with other stakeholders :
Digital : bidirectional communication to work on digitalization of our customers.
Business tribes : to understand their needs and be proactive in our proposals to improve our services and products.
You are responsible of managing and developing the people of your team, their performance and evaluation.
Your key responsibilities :
Lead part of the internal services team.
Be the guarantor of the bank's customer satisfaction, offering a differential service.
Work with the vision of a single funnel in remote (Services, Chat, Sales), face to face and digital.
Spokesperson with Business Tribes to be aligned with CCO and the Bank.
Follow up of KPIs and elaboration of the Services E2E dashboard.
Ensure high agent engagement (internal and external).
Safeguard the Service Levels and Abandonment Ratio established as a target.
Ensure maximum satisfaction in incident management.
Transform and deploy new relationship models that ensure an E2E service in the processes.
Improve agent FCR by empowering the First Line.
Shorten incident resolution times.
Increase team engagement.
Manage issues and regulatory issues in a timely manner.
What are we looking for?
Master or bachelor's degree with a minimum of 2 years of professional experience in contact center
Curiosity to understand the industry, bank, and customer dynamics.
Proactivity to create from scratch and connect points thinking strategically to drive change while building towards the vision.
Accountability to get things done generating rigorous output based on data and facts.
Combination of analytical mindset and skills together with pragmatic thoughts to deliver and have impact on customers and bank results.
Customer focused and results-oriented person
Great organizational, oral and written communication skills
Passionate about innovation, new market trends and future thinker
Be curious, passionate about Sales and be aware of trends in customer communication channels.
Able to work in an autonomous way, to take initiative and to make things happen with a can-do attitude
Strong problem analysis and judgment skills (recognizing key information, problem identification).
Be a team player, encourage alignment between individuals, Tribes, Squads, Chapters.
Amazing communication skills (in both English and Spanish) to present and challenge your strategy to stakeholders and users.
Ability to work at an international level
Versatility and experience in several business domains is a plus
You are creative and a proactive thinker who likes to work in a multidisciplinary team in an agile environment.
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but What about your personal life?
At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Flexible schedule and 100% flexible e-working.
Work or e-work? We have a totally flexible model : keeping both our customers and your colleagues in mind, you can choose the one that best suits you all.
Restaurant card.
So that thinking about what to have for lunch doesn't take up your time or your cravings.
Life insurance.
We hope you don't need to use it!
Health insurance.
For you and all your family (spouse / partner and children).
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special loan or mortgage terms after 6 months working at the bank.
And you can benefit from our pension plan after 2 years with us.
Making things happen, helping others be successful, always being one step ahead that's our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working we are looking forward to meeting you!
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