Contact Center Frontline Specialist

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. This role will also be responsible for building consistent reports and dashboards to support decision-making in a fast-paced environment.

Your key responsibilities:

As a Frontline specialist you will:

• 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 withSAS, 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 bank, and with our Partners.
• Stakeholders' management and Influence
• Problem solving
• Growth mindset
• "Makes things happens" attitude
• Accountability

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. Do your thing.

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 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 loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

Get to know Us

We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

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…