Workforce Manager en Madrid

This is Us.

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

In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.

The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.

And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.

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…we are looking forward to meeting you!

What are we looking for?

For us, a Call Center capacity planner or workforce manager (WFM) is someone who:

Is proficient in SQL, Microsoft Excel and Windows environment and has excellent analytical skills.

Is fluent in English (C1 level or above) and is looking forward to work in an international environment.

Has worked in Contact center workforce management at least for 5 years.

Is an ace in identifying trends to anticipate the volumes of future interactions to plan the needs of the service.

Is a master of staying on top of trends and developments within their field and the market and possesses deep contact center industry knowledge.

Is able to work in an autonomous way and to take initiative to positively contribute to the vision in the area, introducing and nurturing innovation within it.

Is passionate about challenging data problems, finding insights in data, and applying conclusions to drive clear and practical business impact.

Loves to work as a team, taking advantage of his strong communication and negotiation skills.

Defines himself as flexible, dynamic, capable of working in multidisciplinary environments in coordination with the rest of the areas, partners and service providers.

Whose day at ING looks very much like this:

7.00 - 10.00 h / Arrives at the office (Flexible start time)

At 10.00 h / Daily planning

At 11.00 h  Conference with the rest of the team and one of one of our partners to analyze the level of service offered to customers and share their vision

At 12.00 h Report and discuss the main commercial Kpi’s to head office via Skype

At 13.00 h takes a break and goes down to the canteen

At 14.00 h keeps on working on adjusting and optimizing planning for different teams

At 16.00 h Meeting with the Finance department to analyze the evolution of the area budget

16.00 - 19.00 h (Flexible end time). Goes to the paddle tennis court for a game.

Win or lose, a shower and off to home.

What do we offer?

Flexible schedule and 100% flexible e working.

What goes on at ING matters much to us.

But we know that the most important things are outside the office.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.  

Life insurance.

We hope you don't need to use it!

Health insurance.

For you and all your family (spouse/partner and children).

Flexible retribution.

In addition, you can enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids…

Free company shuttle.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And benefit from our pension plan after 2 years with us.

More health, more sports.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Physiotherapy service on site.

Gympass