At ING we are looking for Head of Contact Center Your role and work environment: We are looking for a talented and enthusiastic Head of Contact Center to join as part of the Management Team within the COO. The Head of Contact Center assumes the primary responsibility for the customer experience delivered and staff engagement levels achieved through these channels. This position is accountable for and must ensure that all this activity is managed efficiently and effectively in line with business expectations, risk guidelines, targets set & managing costs within budget. The Head of Contact Center is also responsible for the short & long term channel strategy & planning, growth, innovation, transformation and change management as well as representing the channel as a senior leader of our business when it comes to overall business strategic planning, steering committees, projects & working groups.
Your key responsibilities: Positively contribute to define and implement the remote human channels strategies with a transversal vision: call centers, customer core, chat, social media.Transform the way we serve our customers to maximize customer satisfaction while gaining efficiency.Develop the craftmanship on external platforms interaction model (SLA, regulation, contracts, dynamics).Develop and manage budgets, resources and performance targets for the Contact Centre and support teams.Create a model that can scale incorporating more customers in an efficient way.Ensure compliance with relevant regulations, policies and procedures.Develop and maintain key customer and stakeholder relationships.Supervise customer service platforms to ensure optimal performance.Provide data driven insights to stakeholders in order to improve NPS and prevent customer dissatisfaction.Ability to monitor external market development and adapt plan and roadmap in function of this.Efficiently plan contact center resources to ensure maximum productivity and efficiency.Identify areas for improvement in contact center performance and propose innovative solutions.Work as one team with the Retail team to feedback the improvements needed to reduce the calls.Alignment with HO on the Call Centre group strategy.Challenge the way of working to be more efficient and agile.Support the development and craftsmanship of your team members.Active and enthusiastic participation as MT member, being in charge of incorporating the area's vision into the strategy decision making of the COO, and positively impacting his own Tribe as well as the rest of the bank.What are we looking for? Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits don't hesitate to apply!
Desirable to have experience with successful transformation results in contact center channels (Call Center, Chat, etc.).Sound experience in building strategic roadmaps and proven experience in strategic projects with high impact.Experience in leading, driving and steering multidisciplinary teams.Working experience within a banking and financial services regulatory environment.Have strong analytical skills and make decisions based on data and facts.Problem solving mindset, with ability to challenge the status quo and identify improvement initiatives.Be a team player, encourage alignment between individuals, Tribes, Squads, Chapters.Be curious, passionate about customer service and be aware of trends in customer communication channels.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. Check out what is waiting for you!
Be flexible my friend. Our model is all about flexibility and accountability. Keeping both our customers and our colleagues needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self.
Restaurant card. So that thinking about what to have for lunch doesn't take up your time or your cravings.
Our house will be your home. In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance. For you and all your family (spouse/partner and children).
Life insurance. We help you protect what matters most to you.
Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids.
Free company shuttle. It doesn't
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