You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.
A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself.
At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.
We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity, and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.
What you need to know
Working at IKEA has its benefits and rewards :
* Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more
* 24 / 7 access to our Employee Assistance Program for health and wellbeing support
* Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
* Free Co-worker parking
* Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
* Bonus programme (where eligible)
* Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
Additional information :
* This role is Permanent Full-time, 76hrs / fortnight.
* The internal job title for this role is Intraday Specialist.
* This role requires availability to work Monday to Sunday across unit operating hours (7 : 00am – 10 : 00pm).
* Hybrid working : 2 days on-site, 3 days from home once competent in the role.
* You require a stable and fast internet connection to work from home.
* As part of the recruitment process this role requires a pre-employment check for final candidates.
About this work area
As an Intraday Specialist your responsibilities will include, but are not limited to :
* Continuously ensure targets are prioritised correctly to maximise customer experience and meet goals.
* Continuously evaluate forecast against actual demand and trends to determine if a re-forecast and further actions are required.
* Constantly ensure that demand and supply match and take measures to secure consistent performance.
* Monitor queue times and abandon rates on all queues across channels and skills to optimise 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 to ensure best customer experience across Sales and Resolutions service.
* 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 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, 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) to enable close collaboration with Remote Partners.
* Regularly orchestrate reviews of result, resources, schedule adherence and rolling forecast with remote partners to ensure clear view of partner capacity, and to enable a great place to work and great customer experience.
* Utilising tools such as Dialog, Genysis, Kronos and Verint.
Who you are
As an Intraday Specialist you are or you have :
* The experience working within a fast paced and agile contact centre environment.
* A naturally friendly and personable attitude, you can interact with co-workers, team leaders and managers alike, building effective working relationships.
* The ability to respond quickly to business needs, effectively optimising the allocation of resources. You show a willingness to take on additional tasks as required to support the operations in the Customer Support Centre.
* A keen eye for detail and can identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions.
* A self-motivated individual who can work with minimal supervision.
* Strong knowledge of the intraday area within the contact centre industry and its integration with scheduling, with experience of monitoring productivity in real time.
* Utilisation of workforce management software is preferred and proficiency in Microsoft Suite i.e. Excel & PowerPoint.
#J-18808-Ljbffr