Traffic Manager

Traffic Manager

Durée indeterminée
Location : Gent or Louvain-La-Neuve

Your role & work environment

You are part of the Operational Management Center inside the Super Circle Daily Banking Private Individuals. Your purpose inside of the team is to understand the day-to day operations (direct and non-real time) by being hands on and analysis all the data available. You support our Circles to create, to be a step ahead and embrace the continuous improvement environment.

To this end, the focus is on 4 sub-areas:

• Predicting the workload in the short/medium/long term (Forecasting)
• Scheduling employees based on this forecast, processing questions from employees and the organisation and maintaining the schedule
• Real-time follow-up and steering in terms of routing and staffing
• Analysing the results and making improvement proposals

Your key responsibilities

• 
  Real-time management, call volume, availability and productivity and taking action to adjust where necessary.
• Facilitating daily consultation meetings between all operational parties involved to discuss the planning and workload of the day.
• Setting and agreeing on objectives for the day.
• Monitors the Real Time/Non-real Time activities balance and makes adjustments when necessary.
• Quantitative steering of the members during the day in consultation with Circle Leads if required.
• Responsible for monitoring AHT and citing performance issues.
• Signal function towards Circle Lead about member performance.
• Giving feedback on schedule adherence to Circle Lead and discussing schedule improvements with OMC.
• Dynamically adjusting skills/levels, taking into account the current utilisation rate and the influence this adjustment has on the out-source volume.
• Real-time monitoring of the correct use of planning
• Giving input based on real-time data for the optimal planning of non-phone activities (dedicated).
• Collecting "events" and where necessary escalating to IT helpdesk, Circle Leads, Site Managers or OMC, Super Circle Lead...
• Flashing light function: in case of low Service Levels, immediately communicate this to management, look for solutions, ...
• Identifies and initiates process improvements, and plays an active role in their implementation.
• Acts as contact person for operational teams and provides the communication channel between the various teams involved.
• Analyses issues for impact and importance and responds with the necessary urgency.
• Root cause analysis of operational issues and advisory role for adjustment.
• Recognizes Workforce Optimization opportunities, contacts the parties involved and facilitates the solutions.

We look for

A colleague with atalent for taking it on and making it happen,enthusiasm forhelping others to be successfuland a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Traffic Manager you will also need:

• Minimum university education or similar through experience.
• 2 years of operational experience within a Contact Center/Helpdesk environment
• A problem solving mindset with high Analytical skills
• Eye for details
• Ability to work independently
• Open minded, team player
• High flexibility in a fast changing environment
• Highly communicative, both in writing and verbally.
• Thorough knowledge of Word, Outlook, PowerPoint, Excel.
• Knowledge of planning and monitoring tools
• Good knowledge in FR, NL, ENG, both spoken and written

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!