Customer Support Centre Operations Manager
IKEA
Bucuresti (Pallady), Romania
4 zile în urmă

WHY WE WILL LOVE YOU

You have the heart close to our customers, co-workers, products and services, with an aim to get things done. Willingness and passion in transforming IKEA to be the world’s leading multichannel home furnishing retailer.

Leading and acting the IKEA culture and values. Inspired by working together in fast paced and complex environments. Energized by achieving success and results through people

You have :

  • Solid knowledge of contact center business.
  • Knowledge about real time staff planning and standard work force management.
  • Knowledge about relevant Sales and Customer Relations processes, tools and working methods.
  • Knowledge of how to support IKEA customers before, during and after purchase in a non-face-to-face environment.
  • Sales knowledge in regard to the customer support business.
  • Broad leadership experience in a people-centric organization.
  • Knowledge about IKEA Brand, culture and values.
  • Understanding of and experience in change management.
  • Knowledge of and experience with forecast methods and processes.
  • Contract offer : 2 years cover maternity leave

    WHAT YOU'LL BE DOING DAY TO DAY

  • Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility.
  • Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals.
  • Ensure required service agreements are in place to secure operations and performance according to business needs.
  • Support the dimensioning process as an enabler to meet service level goals.
  • Responsible for ensuring that the department works ethically and in compliance with internal regulations and legislation including consumer protection, risk, environment, health and safety.
  • Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience.
  • Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans.
  • Benchmark with other units and the contact center industry in general in order to get best practice and good ideas for developing the business.
  • Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles.
  • Identify and develop the many talents within the department to secure succession planning.
  • JOB-SPECIFIC KNOWLEDGE

  • Solid knowledge of contact center business.
  • Knowledge about real time staff planning and standard work force management.
  • Knowledge about relevant Sales and Customer Relations processes, tools and working methods.
  • Knowledge of how to support IKEA customers before, during and after purchase in a non-face-to-face environment.
  • Sales knowledge in regard to the customer support business.
  • Broad leadership experience in a people-centric organization.
  • Knowledge about IKEA Brand, culture and values.
  • Understanding of and experience in change management.
  • Knowledge of and experience with forecast methods and processes.
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