Posted On: 11-10-2022
Position Title: Intraday Specialist
Job Location: Nottingham, MD
Contact: Kyle Hoff – kyle.hoff@ingka.ikea.com
You will be monitoring daily operations in relation to forecasts and respond to deviations in call volume within the country Call Center, maximizing the efficiency and effectiveness of business outcomes.
- Ensure objectives are prioritized correctly to maximize customer experience and meet call center goals
- Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast of resources is necessary and if further actions are required to support call volume
- Constantly ensure that call demand and supply match and take measures to secure consistent performance for customer support
- Monitor call 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
- Ensure the best customer experience across Sales and Resolutions teams by giving feedback to Call Center Leaders, coordinating short-term measures to support increasing call volume, determine needs for training, and providing analytical data to the teams.