Contact Centre Team Leader, IKEA

IKEA

Location:
New Zealand, Māngere

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

As a Contact Centre Team Leader in IKEA, you will lead a high-performing team to deliver exceptional customer experience and support customers from online and physical stores. You will work collaboratively, lead processes, and ensure your team meets customer expectations while handling conflict and fostering a culture of innovation and engagement.

Job Responsibility:

Working collaboratively within our operations team whilst leading, coaching, and motivating your own team of co-workers
Ensuring your team are knowledgeable, competent, and inspired to provide exceptional customer service
Supporting IKEA to exceed our New Zealand customer expectations by securing a fast and easy customer experience
Facilitating delivery of high performing, efficient, and quality contacts in the different remote customer meeting points
Handling conflict and providing constructive feedback
Refining and updating working processes and building relationships with stakeholders to secure customer centricity
Understanding the needs of customers and supporting their needs throughout their shopping journey at IKEA
Demonstrating high leadership capabilities by leading the business through people and making things happen with flexibility, speed, and simplicity
Making thoughtful decisions focusing on performance and delivery while continuously learning and developing.

Requirements:

At least 3 years’ experience as a manager or supervisor in a call centre or equivalent role
Highly developed communication and organisational skills
Passionate about understanding the customer journey, and how you & your team support in creating a positive shopping experience for our customers
Driven to thrive in a multi-faceted, fast paced environment where you are relentless about delivering the best outcomes for customers and business
You have an energetic leadership style
you thrive on the buzz you get from fast paced environment.

What we offer:

Permanent full-time role
Work in a hybrid environment
Supportive work environment
Opportunities for professional growth and development
Inclusive workplace where everyone can bring their whole selves to work.

Additional Information:

Job Posted:
May 26, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Contact Centre Team Leader