' >ABOUT THE JOB Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. Leading leaders in a highly productive and accountability culture.
YOUR ASSIGNMENT Your tasks will include:
- Establishing objectives, expectations, and key performance indicators for frontline leaders and co-workers.
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and monitoring co-worker performances; communicating job expectations; planning, monitoring, reviewing job contributions and enforcing policies and procedures.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensure prerequisites are in place to give customers a fast and easy resolution when amendments are needed or if something went wrong
- Follow up processes with relevant stakeholders in order to achieve operational success
- Support and inspire a customer-focused culture in all non face-to-face contacts and secure a positive and seamless customer experience
- Secure and monitor that the department is working to set global and national standards and policies
- Provide an inspiring and motivating environment for your team and it's individual members to ensure development and succession
YOUR PROFILE Your knowledge, skills and experience include:
- Understand the market and competition
- Knowledge of the contact center business, relevant sales tools, processes, and working methods
- Ability to identify the need for and drive change within the organization.
- Strong organizational skills and the ability to prioritize.
- Leadership experience in a people-centric organization driven by achieving success and results through people
- Able to work on both a strategic and operational level managing complex processes
- Enjoy working in a fast-paced environment in constant development to improve people and processes
- Ability to make things happen with flexibility, speed, and simplicity
- Proven experience of being a valuable contributor to customer satisfaction and business unit results in a multichannel environment
- Ability to communicate confidently and clearly in the local language(s) and English. Experienced in problem-solving and conflict-management
GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace. And as the world's leader at life at home, you have exceptional opportunities to grow and develop together with us.
Additional Information : This Call Center management position is located at our IKEA US Customer Support Center in White Marsh, MD. This position reports to Operations Manager with Team Leaders as the direct reports.
Applicants must be able to work a flexible schedule that includes nights and weekends.
IKEA provides a comprehensive benefits package to help you achieve your personal and wellness goals including:
- Health and Rx insurance - rated at Platinum and Gold (Medical and Rx is available for those co-workers who work 20+ hours per week)
- Dental insurance
- Vision - free for full time co-workers, slight cost share for part time co-workers
- Health and Dependent care FSA's
- Company paid and Voluntary Life Insurance
- Tuition reimbursement
- 401(k) with Company Match
- Loyalty Bonus towards Retirement - TACK program
- EAP
- Short and Long term disability (Short and long term disability is available for co-workers who work 20+ hours per week)
