Customer Service & Efficiency Supervisor

ING; Madrid; A distancia; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

At a leading financial institution, the Customer Service & Efficiency Supervisor will enhance customer satisfaction through performance management and innovative service delivery. The role requires analytical skills, strategic thinking, and effective communication in both English and Spanish, providing a crucial link between customers and internal teams.

Servicios

Flexible schedule

100% remote working options

Life and health insurance

Flexible remuneration options

Company shuttle services

Formación

• At least 2 years of experience in contact centers.
• Customer-focused and results-oriented.
• Excellent communication skills in English and Spanish.

Responsabilidades

• Manage performance and professional development of the team.
• Ensure high customer satisfaction and service quality.
• Analyze inputs to simplify customer processes.

Conocimientos

Proactivity

Strategic thinking

Analytical mindset

Problem-solving

Teamwork

Communication

Educación

Master's or Bachelor's degree

Descripción del empleo

At ING we are looking for a Customer Service & Efficiency Supervisor

We are seeking a talented and enthusiastic Customer Service & Efficiency Supervisor to join our COO Contact Center. In this role, you will manage the performance and professional development of your team.

Your responsibilities include:

• Providing a differentiated customer experience that maximizes value and profitability for ING.
• Working closely with customers and stakeholders to enhance customer experience aligned with the COO's vision and strategy.
• Having broad knowledge of ING products, remote channels, and local markets to improve client interactions.
• Analyzing inputs to simplify customer processes and ensuring regulatory compliance.
• Managing budgets and service level objectives.
• Collaborating with digital teams and business tribes to digitalize and improve services.
• Leading and developing your team, overseeing performance and evaluations.

Key responsibilities:

• Leading part of the internal services team.
• Ensuring high customer satisfaction and service quality.
• Aligning services across remote, face-to-face, and digital channels.
• Acting as the spokesperson for the team with Business Tribes and senior management.
• Monitoring KPIs and managing incident resolution to maximize satisfaction.
• Implementing new relationship models for end-to-end service.
• Enhancing agent FCR and reducing incident resolution times.
• Managing issues and regulatory compliance promptly.

What we are looking for:

• Master's or Bachelor's degree with at least 2 years of experience in contact centers.
• Curiosity about industry, banking, and customer dynamics.
• Proactivity, strategic thinking, and accountability.
• Analytical mindset combined with pragmatic execution skills.
• Customer-focused, results-oriented, with excellent communication skills in English and Spanish.
• Innovative, trend-aware, autonomous, and proactive in work approach.
• Strong problem-solving, teamwork, and international working skills.
• Versatility in various business domains is a plus.

What we offer:

• Flexible schedule and 100% remote working options.
• Modern office amenities including mobility solutions, healthcare, gym, and more.
• Life and health insurance for you and your family.
• Flexible remuneration options including nursery, transport, and training.
• Company shuttle services across multiple routes.

Join us and enjoy a fulfilling work environment that supports your personal and professional growth!