Intraday Specialist, Remote Customer Meeting Point - IKEA Taastrup (Head Office)

Job description

Who you are

We believe your backpack consists of:

• Broad knowledge of workforce management with a focus on retail businesses, covering demand, capacity, scheduling, and intraday
• Strong knowledge of the intraday area within the contact center industry and its integration with scheduling
• Strong knowledge of the Genesys platform and Verint
• 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 in order to challenge ways of working
• Ability to work with others in a team and open to exchange of knowledge and insights
• Flexible and agile mindset combined with the ability to handle more than one task at the time
• Ability to build trustful and strong relationships while demonstrating a service-minded approach towards colleagues
• Not afraid to offer 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, Team lead, or Reporting analyst role
• Minimum 2 years of experience working within contact center/customer service

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
• 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 feedback to Remote Team Leaders in order 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 in order to ensure a clear view of partner capacity, and to enable a great place to work and a great customer experience.

About this work area

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, where you also will have 180 new colleagues.

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

Questions and support? Let's connect!

If you have job-specific questions, please contact Morten Helleshøj at morten.helleshoj@ingka.ikea.com.

For questions regarding the recruitment process, please contact Senior Recruiter Mette Forsberg at mette.forsberg@ingka.ikea.com.

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

OTHER INFORMATION

• You will be on an individual, flexible contract for 37 hours per week.
The opening hours in the Team are Monday – Friday 9-20 and weekends 9-18.
• 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, bonus, etc.
• Start date: 1st of September 2022.

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.