Manager - Workforce Optimisation, Telephony & Faults

It’s a fun and exciting time to grow your career with ING, and we are looking for an experienced Manager – Workforce Optimisation, Telephony & Faults to join our high performing Assisted Channels, Contact Centre leadership team.

The Workforce Optimisation team supports our contact centre and complaints teams through proactive resource planning and best practice telephony design to meet the current and future demands of our customers. This role will lead the team in the optimisation of resources, deliver telephony channel efficiency and manage faults for the business unit.

This is a permanent role based in Sydney or Wyong with flexibility to work from home 40% of the week and minimum required attendance of 1 day per week in our Wyong HQ.

What you’ll do

• Lead, develop and support a team of seven as subject matter experts in Workforce Management and call flow telephony design
• Provide timely and regular analysis, insight and recommendations on operational performance
• Establish and maintain cross-functional relationships across ING to ensure internal stakeholders are aware of their influence on customer experience and operational performance across CES&D
• Improve the IVR experience for ING customers by streamlining the call flow design and journey to ensure customers navigate through to the correct line of business, skill and consultant 
• Devise long term capacity plan models to proactively identify labour and skill requirements to ensure the business is appropriately resourced to meet operational objectives. Chair and lead regular Capacity Planning discussions with Senior Leaders, Recruitment and Training

What we’re looking for

• Minimum 2 years’ experience in a leadership capacity supporting a Workforce Management team
• Strong demonstrated understanding of IVR technology, telephony systems and contact centre principles
• Excellent work planning, organisational, stakeholder management and influencing skills across a range of levels of senior management
• A strategic and proactive thinker with an appetite to learn and challenge, attention to detail and experience deriving innovative insight from data

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace. 

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

Need more?

Contact Sabrina Huynh, sabrina.huynh@ing.com

Applications close Thursday 8th March 2025

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

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