Performance Management Analyst

The mandate of the Customer Service Department is to effectively manage the Sales Center and Operations, ensuring exceptional customer service while exceeding account acquisition goals by implementing best practice policies and procedures. Customer Service Optimization provides the Customer Service Team with performance and technology focused operational support functions via Workforce Management, Incentive Management, Performance Management, Internal Control, Decision Support, and Technology Quality and Enhancements.The Customer Service Performance - Analyst is responsible for the implementation and administration of monthly incentive plans, processing and reporting of incentive results based on the plan specifics to ensure accuracy, provide statistical analyses of the incentive plans, measure and evaluate data in order to maximize performance of the Customer Service Team. Customer Service Performance Management manages the incentive compensation function with an extremely high level of accuracy and timely processing.Essential Functions
Responsible for processing Customer Service Associate performance tracking across all sites in the nation including Sales Centers, Retail Sales/Cafes, Mutual Funds, Shop and FAS.
Development and communication of monthly Incentive Plans and results across all Sales Regions within the nation.
Assist in the development of a performance based management/measurement system for all relevant areas of Customer Service.
Responsible for the validation of data relevant to the operation of the Customer Service Team.
This will include responsibility for:
Using available resources needed to verify data
Calculation of all Sales-generated reports & monthly incentive models
Work with the Enterprise Data team to ensure most current data is readily available for all analysis, reporting, and statistics.
Work with Customer Service Management on analysis of the Incentive Plans covering the needs of the various business units.
Maintain a readiness competency level on handling both Visitor and Customer telephone inquiries in preparation to backup Customer Service Associates during peak periods.
Communicate, demonstrate and inspire in others ING DIRECT's vision and corporate values.
REQUIREMENTS
Experience & Qualifications:
3-5 years Call Center experience in a financial institution, with a concentration in performance management and MIS issues.
Previous exposure and insight into a technically advanced financial institution's operational needs with respect to information presentation and dissemination; previous banking industry experience preferred.Education and/or Certifications:
University degree preferred.Technical skills and abilities:
Advanced to expert knowledge of world class Contact Centres utilizing best of breed technology to support its operation.
Superior Customer Service skills previous front line experience preferred.
Well developed time management skills in a fast paced, demanding and rapidly changing 7x24 environment.
Excellent data analysis ability.
Excellent ability to analyze quantitative data and propose improvements, recommendations, etc.
Experience with database issues and development.
Excellent business analysis, communication and documentation skills.
Excellent computer skills, including MS Office, TCS Aspect, Avaya, Merced.
Multi lingual an asset.Working Conditions:
May be required to be available outside normal business hours.
May be required to carry a pager rotating on-call.
Occasional travel may be required.Physical Mental Requirements
Ability to make sound decisions in a fast paced and dynamic environment
Please submit your resume online:ingdirect.com/careers
OR
Email your resume to [Click here for email] with Performance Management Analyst in the subject line.ING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans; fitness programs and a great deal on our Orange Mortgage.Why join the ING DIRECT team? We're on a mission to lead Americans back to saving and are looking for people who share that passion to join our team. Our successful Orange Savings Account and Orange Mortgage have set the bar for how to simplify financial products to provide a better deal for consumers. If you are an energetic individual interested in helping build a different kind of bank, we look forward to hearing from you. To learn more about the world's largest direct bank, visit ingdirect.com.
To apply please send your resume to [Click here for email] with the job title in the subject line.