Customer Service Operations Manager

Job description

Job ID

333980BR
Work Area

Customer Relations
About the job

We’re passionate about home furnishing and share an inspiring vision: “to create a better everyday life for the many people”. How we realize this vision is based on our shared values. These values are the foundation of our work and create the framework of our inclusive, open and honest culture.

ABOUT THE JOB
As the Customer Support Centre (CSC) Operations Manager, you will be responsible in supporting a seamless, fast, and easy customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts.

YOUR ASSIGNMENT
Your tasks will include:
·  Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility
·  Partner and work in close collaboration with the current CSC Operations manager
·  Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals.
·  Ensure required service agreements are in place to secure operations and performance according to business needs.
·  Support the dimensioning process as an enabler to meet service level goals.
·  Responsible for ensuring that the department works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
·  Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience.
·  Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans.
·  Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business.
·  Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles.
·  Identify and develop the many talents within the department to secure succession planning and to support rapid growth within our CSC.
·  Promote and maintain open, timely and inspiring communication with all managers and co-workers.
·  Contribute to an environment where the IKEA Culture is a strong and living reality that embraces the diversity of Co-workers and customers.
·  Assume responsibility for other tasks and projects as they occur. YOUR PROFILE
Your knowledge, skills and experience include:
·  3+ years of experience in a similar role.
·  Solid knowledge of contact centre business.
·  Knowledge about real time staff planning, standard work force management, and forecast methods and processes.
·  Knowledge about relevant Sales and Customer Relations processes, tools and working methods.
·  Broad leadership experience in a people-centric organization.
·  Excellent communication and presentation skills in English and French.
·  Ability to find solutions for customers and operational issues.
·  Ability to make things happen with flexibility, speed and simplicity.
·  Change management experience.
·  Ability to take initiative and be self-motivated.
·  Strong organizational and time management skills.
  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. At IKEA, we give straightforward, down-to-earth people a chance to grow, both as individuals and in their professional roles. Because we know when we develop our co-workers we're developing our business too.

We offer a competitive compensation package which includes: Complimentary Medical & Dental Insurance Plan, Life Insurance, Health Care Flexible Spending, Retirement & Savings Plans, Deferred-Profit Sharing Plan, and more
Location

Montreal ( Ville St. Laurent )
Job Title

Customer Service Operations Manager
Country

Canada
Full Time - Part Time

Full Time
Job Type

Regular
Additional Information :

Occasional travels, evenings and weekends.
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