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hace 2 semanas
Get AI-powered advice on this job and more exclusive features. At ING we are looking for a Contact Center Frontline Specialist Your role and work environment We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain. The responsibility of this role is to oversee the day-to-day operations of our Contact Center front-line team. This role is pivotal in ensuring high-quality customer interactions, optimizing team performance, and driving continuous improvement in service delivery. Additionally, this role involves managing data extraction to provide the Contact Center Front team with the necessary insights for effective follow-up on customer support activities and strategic decision-making. It will also be responsible for building consistent reports and dashboards to support decision-making in a fast-paced environment. Your key responsibilities Lead and supervise the BPO team of front-line agents, ensuring adherence to performance standards and KPIs. Monitor real-time operations, including call and chat volumes, agent availability, and service levels. Provide coaching, feedback, and support to BPO’s Force team to enhance customer experience and operational efficiency. Cooperate with Workforce Management to ensure optimal staffing and compliance with our requirements. Collaborate with Quality Assurance teams to ensure service quality and enhance customer satisfaction. Act as the first point of escalation for complex customer issues, ensuring timely and effective resolution. Analyze performance data and generate reports to identify trends, gaps, and opportunities for improvement. Support the implementation of new tools, processes, and training initiatives. Foster a positive and inclusive team culture focused on customer satisfaction and continuous learning. What are we looking for? Do you 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 experience in a supervisory or lead role within a Contact Center environment. Strong leadership and interpersonal skills with the ability to motivate and develop teams. Experience with omnichannel support (voice and chat). Proficiency in Excel and SQL. Experience with SAS, Python, and PowerBI is a plus. High analytical skills and mindset, insights generation and critical mindset. Challenge the status quo. Familiarity with developing dashboards for the proper follow-up of the team’s KPIs. Excellent communication and problem-solving abilities. Knowledge in Contact Center technologies (e.g., CRM systems, telephony platforms, workforce management tools). Familiarity with performance metrics such as AHT, FCR, CSAT. Ability to work in a fast‑paced, customer‑focused environment. Native in Spanish and fluent in English; additional languages are a plus. Enthusiasm for working in a multidisciplinary environment, and in strong coordination with another teams, inside the
