Intraday Specialist, Customer Service Center (RCMP) – IKEA Taastrup (Head Office)

Job title:

Intraday Specialist, Customer Service Center (RCMP) – IKEA Taastrup (Head Office)

Company:

IKEA

Job description

Intraday Specialist, Customer Service Center (RCMP) – IKEA Taastrup (Head Office)

“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. Join the team and start a better life for yourself.”

Location

Taastrup (Copenhagen)

Employment type

Full Time Permanent

Department

Administration & Support Services

Deadline

2024-04-07

You already applied for this job.

Candidate profile (title) Who you are

Candidate profile (text) – Default language We believe your backpack consists of:

• Broad knowledge of workforce management with a focus on retail businesses, covering demand, capacity, scheduling, and intraday-related controlling.
• Strong knowledge of the intraday area within the contact centre industry and its integration with scheduling.
• High level of data/computer proficiency.
• Enjoy working in a team where openness and sharing culture are promoted.
• Strong analytical skills and ability to use those to challenge ways of working.
• Ability to work with others in a team and be open to the exchange of knowledge and insights.
• Flexible and agile mindset combined with the ability to handle more than one task at a time.
• Ability to build trustful and strong relationships while demonstrating a service-minded approach towards colleagues.
• Giving constructive feedback.
• Fluent in Danish and a high level of English to communicate with the relevant stakeholders when needed.

Your backpack is on our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.

The ideal candidate has:

• Minimum 2 years of experience in an Intraday, Planner or Reporting analyst role.
• Minimum 4 years of experience working within contact centre/customer service.
• Strong knowledge of the Genesys platforms and Verint.

Key responsibilities (title) Your responsibilities

Key responsibilities (text) In this role, you will:

• Continuously ensure targets are prioritized correctly to maximize customer experience and meet goals.
• Continuously evaluate the forecast against actual demand and trends to determine if a re-forecast and further actions are required.
• Monitor queue times and abandon rates on all queues across channels and skills to optimize co-worker efficiency in customer-facing activities and reduce customer waiting time.
• Monitor schedule adherence and wrap times on all queues, and feedback to Remote Team Leaders to ensure the best customer experience across Sales and Resolutions services.
• Provide insights and share feedback with Scheduling Specialists and the rest of the operations to enable qualitative continuous scheduling operations.
• Regularly orchestrate reviews of results, resources, schedule adherence, and rolling forecast with remote partners to ensure a clear view of partner capacity, and to enable a great place to work and a great customer experience.

Team vision ( title) About this work area

Team vision (text) At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities, and on this planet, we all call home.
We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable.
As the Intraday specialist, you will be a part of a team, with 5 members, at our Remote Customer Meeting Point (RCMP) where you also will have 180 new colleagues.

We monitor daily operations to forecast and respond to deviations in all possible parameters that are collected within the country’s Remote Customer Meeting Point (RCMP), maximizing the efficiency and effectiveness of the outcomes.

Let’s connect Questions and support? Let’s connect!

Let´s connect If you have job-specific questions, please contact Scheduling Planning & Intraday Manager, Esben Rasmussen at [email protected].

For questions regarding the recruitment process, please contact Senior Recruiter Mette Forsberg at [email protected].

Please notice that we do not receive applications any other way than through our recruitment system.

Local section (title) Other information

Local section (text) • You will be on an individual, flexible contract for 37 hours per week.
The opening hours in the team are Monday – Friday 07:30 – 20:15 and weekends 8:00 – 18:15.
Expect to work 1 – 2 evenings a week and every 3 – 4th weekend.

• Salary within IKEA’s salary policy based on your competencies and including pension.
• We have various benefits such as Health insurance, massage, canteen, staff discount, discounts club with external partners, yearly gift and bonus.
• Start date: 1st of June 2024.

We have an ongoing interview process and reserve the right to close the job when we have received enough qualified candidates.

As we are moving into omnichannel retailing, all coworkers wear IKEA uniforms, as we meet our customers in all channels and represent IKEA as a selling and resolution unit.

Why you will love us

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers.

At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.

Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

What we all have in common

• Living our values
• Being your unique self, while respecting and including others
• A passion for home furnishing
• Performing & delivering while learning & developing
• Having fun!

Expected salary

Location

Taastrup, Hovedstaden

Job date

Thu, 14 Mar 2024 04:06:48 GMT

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