Workforce Management Specialist II - Forecasting

REQ-10103236
23/10/2025
Contact Center
Sas van Gent Wijk, Belgique
ING Bank

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Workforce Management Specialist II

OPC Client Services Retail

50% work from home

Hiring Manager: Olivier Cauwe

Recruiter:

One of your future colleagues: Mehdi Mahrous

Workforce Management Specialist II – Planning and forecasting officer

A day in the life of a planning and forecasting 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 forecast activity volumes and FTE requirements across domains.
You build accurate and dynamic capacity plans.
You continuously analyze and reforecast based on evolving data and trends.
You collaborate with stakeholders to align on forecasts and insights.
You support the planning team based on priorities and operational needs.
You share end-to-end responsibility for results with the CLT team.

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 strong verbal and written communication skills.
You have a solid experience in Excel and planning tools.
You like working with numbers (mathematics), you have organizational skills and pay attention to details.
You are organized, detail-oriented, and deadline-driven.
You have strong analytical skills and are a problem-solver.

The team

The team in which we hire is composed of 14 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!

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Questions? Just ask
Natalia Samojlik

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