Data Analyst


The opportunity
In order to further develop the quality of the forecasting, we are looking for a Data Analyst with a strong affinity for Workforce Management. In this position you are responsible from a Data expert role for initiating, leading and implementing various innovation projects that take the WFM processes to a higher level.

The team

At Retail Contact Center, all customer contacts are handled by Customer Loyalty Teams (CLT). We are available to our customers 24/7. The RCC has 2 so-called Supercircles within which comparable customer activities are bundled. In addition, there is close collaboration with 2 external partners who handle a large part of the telephone contacts.

It is crucial that within the RCC there is a focus on being reachable for our customers in combination with an efficient and sales-oriented business (both by telephone and via chat). The CLTs themselves are jointly responsible for planning the required capacity at the right time. However, given the size and complexity, it is important that planning and coordination takes place across the teams.

This planning is carried out by the Center of Expertise Workforce management, a staff department within RCC. The department is responsible for forecasting incoming customer contacts and customer requests and the associated handling time to determine how much capacity is needed each hour/day/week. This is done on the basis of historical data, campaign intakes and other information sources within ING.

Roles and responsibilities

These projects concern innovations (technical or organisational) that lead to a better forecast, employee satisfaction, scheduling methods and/or savings. An example of such a project is the development of a methodology or model that enables us to accurately predict the growing number of chats. In addition, as a data expert you can coach your colleagues within the Center of Expertise and take them to a higher level in the field of data analysis.

You are also able to visualize plans independently and to give advice, both within and outside the CoE and RCC. You are thereby able to challenge the existing business operations, but also to seek the connection that is necessary to bring about change.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

You are analytical, data-driven and proactive;

You are experienced in using SQL for data preparation and analysis (SAS, Python and Cognos are an advantage);

You have good communication skills;

You are result-oriented and professional;

You enjoy making others better;

Your state initiates change;

You stand up for your opinion and dare to speak it, without harming the relationship;

You are willing to work at a different location 1 day a week
You are fluent in Dutch and you have a good command of English

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

• Work Agile, so new ideas come to life faster


Contact Pierre Julien Dechassat in our Tech Recruitment Team for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

About us

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO


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