Job ID: 231108

Date posted: 22/04/2024
Why we will love you

You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

What you'll be doing day to day

Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center, enabling performance steering and people support, thus creating best experience for remote customers and co-workers.

Ensure clear guidelines are communicated to the team in order to secure best practice

Ensure adequate operations for performance management in order to maintain satisfactory performance levels

Collate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders

Support and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targets

Anchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are met

Ensure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experience

Together as a Team

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

Apply now!

Job Type-Permanent, Salaried
Benefits Eligible- yes
We offer competitive benefits and perks, such as medical and Rx*, dental, vision, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more."

SALARY DISCLOSURE- The ideal pay range for this role is $76,173-$110,450.25 based on the Baltimore Pay Tier. The pay range may vary based on your location.

This position is hybrid role with 1 day a week in the office. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point location in Nottingham, MD.

QUALIFICATIONS