Contact Center Sales & Performance Specialist

At ING we are looking for a Contact Center Sales & Performance Specialist

Your role and work environment:

We are looking for a talented and enthusiastic Contact Center Sales & Performance Specialist to join our Remote Sales Team of Growth Tribe in Development area

Your key responsibilities:

This is a temporary position with an expected duration of 6 months, and plays a key role in commercial performance, business activation and data-driven decision making.

This role combines direct ownership of specific products and indicators with a strong contribution to the team’s analytical and strategic capabilities, working closely with other team members.

More specifically:

• The role will be accountable for Savings (Cuenta Naranja) within the call center channel, leading performance tracking, conversion evolution and the identification and activation of growth levers.
• It will also lead Mobile Primary Bank from the Call Center, including monitoring branch activity related to traffic light offers, assessing its impact on customer engagement and sales, and defining commercial activation dynamics such as incentives, contests and initiatives across BPOs and branches.
• As part of the Growth tribe, within the Development area, the role will work closely with other team members in the vertical to drive initiatives that maximize commercial impact, contributing from the call center to enhance digital channel performance through high-conversion outbound activity, optimization of digital journeys and solutions such as click to call.
• In addition, the role will contribute to data analysis, reporting and strategic support, working in coordination with the team to analyze performance, generate insights to improve conversion, efficiency and product mix, and support decision making in collaboration with COO and product teams

What are we looking for?

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!

The role requires continuous interaction with call center agencies and BPO partners, as well as their operational structures, and may involve travelling to different sites across Spain to ensure proper alignment and execution.

We are looking for a profile with a strong business mindset and solid analytical capabilities, able to translate data into commercial actions. Experience with advanced Excel, MicroStrategy (or similar BI tools) and knowledge of SQL (SAS is a plus) is required.

A solid understanding of ING products and customer management through tools such as TWIN is also required, to ensure a deep understanding of agents’ daily work and to identify real performance improvement opportunities.

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 1800 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…we are looking forward to meeting you!

At ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.