Traffic... Durée indeterminéeLocation : Gent or Louvain-La... Your role & work... You are part of the Operational Management Center inside the Super Circle Daily Banking Private Individuals. Your purpose inside of...
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 a talent for taking it on and making it happen, enthusiasm for helping others to be successful and 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:
We offer you
A clear purpose, a unique offer and a range of flexible compensation and other benefits:
A hybrid way of working
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!
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