Workforce Management Specialist

4 days ago

Makati City, National Capital Region, Philippines ING Full time ₱900,000 - ₱1,200,000 per year
  • REQ
  • 29/09/2025
  • Consultancy
  • Makati City, Filipijnen
  • ING Hubs

Plans the appropriate capacity for the contact center and contributes to defining the workforce scheduling. Applies knowledge of products, services and full familiarity with the client services systems to support management team decision-making with a range data analysis.

Role:

  • Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
  • Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
    FTE and volume management which includes managing peaks and uplifting capacity via overtime and fle- ible workforce.
  • Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
  • Monitors the department's performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units.
  • Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
  • Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
    Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while eecuting comple- business processes, to protect the organization from undue risks.
  • Good Understanding for Financial Industry regulatory requirements
    Ability to define escalation procedures for new business lines and enhance e- isting on a per need basis
  • Communicate to a diverse audience in an open, transparent, and convincing manner the organization's strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization's position.
    Thrive in comple- ity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
  • Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target

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Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.

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