Intraday Specialist IKEA

Job description

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 committed to making IKEA more accessible, affordable, and sustainable in everything we do.

We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. And we know that customers love to interact with IKEA in many ways. Connecting with IKEA remotely has never been more important to us to allow our customers to be inspired and think of the many ways IKEA can help them live a better life. 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 remote customer channel at IKEA.

As a result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP), an integrated part of the new IKEA omnichannel retailing. The Remote Customer Meeting Point is located in Billingstad (hybrid workplace), close to IKEA Slependen.

We are now looking for our new Intraday Specialists to join our People Planning team. As an Intraday Specialist you will be a part of a team consisting of seven members, four Intraday Specialists and three Sceduling Specialist. You will report to Planning, Scheduling & Intraday Manager.

As an Intraday Specialist your most important assignment is to monitor daily operations in relation to forecasts and respond to deviations on all possible parameters that are collected within the country Remote Customer Meeting Point (RCMP), maximizing the efficiency and effectiveness of the outcomes.

Your responsibilities

In this role, you will:

• Continuously ensure targets are prioritized correctly in order to maximize customer experience and meet goals
• Continuously evaluate forecast against actual demand and trends in order to determine if a re-forecast and further actions are required
• Constantly ensure that demand and supply match and take measures in order to secure consistent performance
• Monitor queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time
• Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services
• Coordinate short-term measures on the supply side, e.g., rescheduling training, to balance co-worker and customer experience while operating against the right cost
• Develop and maintain close collaboration with managers and team leaders in order to understand needs for trainings, team meetings etc., thus securing both schedule adherence and a balanced day-to-day co-worker experience
• Provide insights and share feedback with Scheduling Specialists and the rest of the operations to enable qualitative continuous scheduling operations
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners.
• Regularly orchestrate reviews of result, resources, schedule adherence and rolling forecast with remote partners in order to ensure clear view of partner capacity, and to enable a great place to work and great customer experience.

About this work area

We believe your backpack consists of:

• Broad knowledge of workforce management with focus on retail businesses, covering demand, capacity, scheduling and intraday
• Broad knowledge of demand drivers connected to sales and customer care in multinational environments
• Strong knowledge of the intraday area within the contact center industry and its integration with scheduling
• High level of data/computer proficiency
• Strong analytical skills and ability to use those in order to challenge ways of working
• Ability to prioritize tasks and balance independent work, own initiatives and responsibility with openness and transparency in a sharing culture
• Good level of English and Scandinavian/Norwegian language
• Minimum 2 years of experience in an Intraday, Planner, Team lead or Reporting analyst role and minimum 2 years of experience working within contact centre/customer service

We are also looking for someone who is motivated by sharing and living the IKEA culture and values, has a flexible and agile mindset, enjoys changes and has the ability to build strong relationships across the organization.

What you need to know

The opening hours of the RCMP is from 08.00 to 20.00. As an Intraday Specialist you work 1-2 nights a week and every 6-7 Saturdays.

Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.
Please submit your CV and motivation letter in English or Norwegian.

If you have questions, don't hesitate to contact Planning, Scheduling and Intraday Manager Emma Davidsson: emma.davidsson1@ingka.ikea.com

Our vision is to create a better everyday life for the many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key.

https://about.ikea.com/en/about-us/ikea-culture-and-values