Contact Center Expert Lead @ING Tech in Bucuresti

Discover ING TechING Tech Romania is ING’s global hub for technology established in 2015. Focused on building strategic key capabilities, the hub provides approximately 121 services for 24 ING units globally. These services are grouped in the following main categories: software development; data management; non-financial risk & compliance and audit.Now, in 2022, our fast-growing organization gathers more than 1000 high-performing engineers and non-financial risk & compliance specialists that work together in global tribes.The missionYou will be part of a newly established team. Your colleagues work in different countries and aeras and have different backgrounds and careers but they are all motivated by the same ultimate goal: ensuring that the COO (Global Daily Banking and Channels Team) 2024 vision is realized, thus creating a transparent and agile organization which is well positioned to facilitate the execution of our strategy and deliver the promises we have made to our clients.The key objectives are:Help to build a best-in-class contact centersContribute to achieving our financial targetsCreate operational efficiencies across the Retail businessRun WFM initiatives on improving CC operationsYour day to day:Under the coordination of Global Contact Center Lead (COO Daily Banking and Channels), you will work with the country teams to improve contact center operations, design and implement new WFM/reporting processes and ways of working that will maximize knowledge sharing and re-usability of WFM activities across all countries; You are the senior person in the COE, you drive initiatives and are responsible for the standardization of WFM/reporting processes across countries;You align on planning and prioritization with the countries and Head-Office;You convince countries of the benefits of the central team and persuade them to work together on improvement and centralization;You support the domain with your expert knowledge and leverage internal and external practices, you assist local units building best-in-class efficiently operating contact centers;You engage and work together with the local management on improving the WFM processes, create buy in and actively encourage sharing of best practices;You are able to understand the contact center environment in all countries, describe the as is situation in any moment and propose to management teams changes and quick wins that will improve the efficiency of their units;You support the Contact Center 2.0 platform team on development of new WFM functionality or implementation.What you bring to the team:At least 5 years of experience in Contact Center workforce management;Relevant track record of working in the contact center area;Bachelor degree;Experience in working with process frameworks and standards;Experience in working in a global organization with different cultures and maturity levels;Strong experience with Excel;Strong influencing/negotiation skills to contribute to the global improvement agenda;Fluency in English. What’s in it for you:To give you an idea, we will tell you about some of the benefits of working at ING:Flexible working schedule, which usually includes also working from home;Extra vacation days, depending on your entire working experience;Monthly benefits budget that you can use on medical plans, meal tickets, private pension plans, tourism offers, tickets to various cultural activities or other fun activities (hot air balloon rides, paintball, lasertag etc.);We encourage personal and professional development, so we invest in your learning by putting at your disposal training budget, workshops and certifications;Because everybody is working from home and we really understand this is not always easy, we have built an online well-being program that can help you manage this stressful period;We also have a cool community and your colleagues will help you to integrate fast;We support each other, and we share our work and passions in an online Tech Neighborhood;A relaxing environment will be waiting for you back at the office, with a flexible desk policy that allows you to work from an office desk, but also from a couch or from the terrace;And when you will need a break, you can have a tea from Teapigs and/or a coffee from Nespresso which you can enjoy while reading a book from Bookster.


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