WFM Specialist II - Forecasting Officer

Workforce Management Specialist II – Planning and forecasting officer

A day in the life of a Planning Officer

You are part of the Operational Performance Center inside the Experience and Strategy Center of Area Client Services Retail. Your purpose inside of the team is to make the forecastings for the business and support the planning team when needed.

• You predict the activity volumes and FTE needs per domain.
• You create an accurate and dynamic capacity planning per domain.
• You analyse and reforecast your predictions frequently based on multiple factors.
• You connect with different stakeholders to discuss the forecast and analysis.

• You help to close the gap between the planning and the execution of the tasks.

• You support the planning team according to the needs and priorities.
• You think, suggest and apply proactively pertinent fine tunings to reach the best operational results.
• You are together with the OMC WFM team E2E responsible of the results.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious, keep learning things and take your responsibilities.

• You have excellent verbal and written communication skills.
• You have a good experience in Excel and facilities to use planning software.
• You like working with numbers (mathematics), you have organizational skills and pay attention to details.
• You have an excellent time management and respect deadlines.
• You have strong analytical skills and are a problem-solver.

The team

The team in which we hire is composed of 12 workforce management specialists responsible for the planning and the forecasting of Client Services Retail Area. Next to those, we have 3 traffic managers driving the intraday. The main scopes of the team are daily banking, lending, investment, customer care and successions related (call, chat and back-office activities). The activity is spread between ING employees, outsourcing and offshoring teams.

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 way of working, where new ideas are valued ahead of convention

• Flexible working hours and 50% homeworking

We redefine banking. What about you?

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!