Customer Service

hace 1 mes


Madrid, Madrid, España Ing A tiempo completo
Customer Service & Efficiency Supervisor

At ING, we are seeking a talented and enthusiastic Customer Service & Efficiency Supervisor to join our COO Contact Center. As a key member of our team, you will be responsible for managing the performance and professional development of your team members. Your primary focus will be on providing a differentiating experience for ING's customers while achieving optimal value and profitability for the bank.

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, face-to-face, and digital channels
  • Follow up on KPIs and elaborate 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
Requirements:
  • 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
  • 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
What We Offer:
  • Flexible schedule and 100% flexible e-working
  • Restaurant card
  • Life insurance
  • Health insurance
  • Flexible remuneration
  • Free company shuttle
  • Banking benefits


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