Intraday Specialist, IKEA

IKEA

Location:
India, Hyderabad

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
Create commentary on reporting to Planning, Scheduling & Intraday Manager and Scheduling Specialists about performance for the day and mitigating actions, in order to provide an outlook for the next few days
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

Requirements:

Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
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
Strong knowledge of the Genesys platform and Verint
Strong understanding of the mechanics within RCMP operations
Good understanding of the complexity of IKEA business and the role of remote experience design and RCMP as an integrated part of the business
High level of data/computer proficiency
Motivated by sharing and living the IKEA culture and values
Enjoy working in a team where openness and a sharing culture is promoted
Inspired by working agile and being open to change
Energized by working in a dynamic and ever-changing retail environment
Passionate to empower the RCMP co-workers to create maximum value for IKEA customers
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 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
Ability to prioritize tasks and balance independent work, own initiatives and responsibility with openness and transparency in a sharing culture
Good level of English to communicate with the relevant stakeholders when needed
Minimum 2 years of experience in an Intraday, Planner, Team lead or Reporting analyst role
Minimum 2 years of experience working within contact centre/customer service

Additional Information:

Job Posted:
May 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Intraday Specialist