Call Center Team Leader - Upper Falls - job 957794

IKEA

Date: 07/22/2021

City: Upper Falls, Maryland

Employment type: Full-time

WHAT YOU'LL NEED TO HAVE



Seeking call center leadership experience for our back office services team. Looking for strategic thinking, ability to analyze data, manage workloads, prioritize, identify opportunities and find solutions.

  • Minimum 2 years of leadership experience in a call center environment
  • Knowledge of contact center business
  • Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
  • Knowledge about IKEA Brand, culture and values
  • Knowledge about change management
  • Knowledge of country employment labor laws
  • Understanding of customer behavior
  • Good knowledge about IKEA range and service products
  • Strong problem solving and conflict handling skills
  • Prior experience directly leading others to produce results


A DAY IN YOUR LIFE WITH US



Contribute to the operational implementation of the unit action plan within the team.

Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools.

Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible.

Monitor and feedback on working methods, productivity and quality on team and individual level.

Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level.

Build a committed team with a strong culture based on customer focus, high performance and pride in their work.

Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans.

Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.


Be active in the recruitment process of new co-workers.

Monitor and follow up that the team works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.



ABOUT THIS WORK AREA



At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!




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