Contact Center Frontline Specialist

At ING we are looking for a Contact Center Frontline Specialist

We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain.

Your role and work environment:

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:

• Lead and supervise the BPO team of front‑line agents, ensuring adherence to perf...