Workforce Intraday/Scheduling Supervisor – Baltimore, MD – IKEA

Who you are

• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• Detailed and deep knowledge and understanding of how RCMP business goals and Sales and resolutions processes relate to Scheduling and Intraday processes
• knowledge and understanding of Contact Centre concepts and KPI’s including Contact centre efficiency, quality and productivity metrics
• Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
• Deep understanding of change management as well as of the leadership styles needed to balance different needs within the team
• Deep knowledge of the end-to-end people planning process covering demand, capacity, scheduling, intraday and analysis
• Good knowledge of the RCMP budget process
• Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
• Deep understanding of technology as an integrated part of the RCMP business • High level of data/computer proficiency
• Motivated by sharing and living the IKEA culture and values • Passion for home furnishing and people’s life at home
• Passion for leading others and energized by developing and challenging people to reach set individual goals
• Energized by togetherness and reaching common goals as a team • Motivated by working in a dynamic and result driven retail environment individually as well as to create togetherness within teams
• Strong communication and interpersonal skills combined with ability to practice inspirational IKEA leadership for specialists with different competences and needs
• Ability to solve problems and handle conflicts, always with IKEA values at heart
• Ability to empower others to achieve set goals, using individualized techniques that trigger motivation and development
• Ability to analyses risks and consequences of a change initiative
• Strong analytical skills and ability to define work force management processes impact business outcomes

The ideal candidate has:

• Minimum 3 years of experience in specialist or leader role within the workforce management area
• Minimum 3 years of experience within customer service
• Minimum 1 year of experience in leading and/or influencing specialists
• Good English level
• Preferred: Experience of Genesys or any other ACD’s
• Preferred: Experience from Verint or other WFM / Scheduling software

Your responsibilities

• Create an inspiring and motivating work environment and build a committed team of specialists with a strong customer-focused culture based on pride in the work and high performance, thus enabling a great remote customer experience and trust in the IKEA Brand
• Lead and coach specialists through knowledge and trust to identify performance improvement areas in behaviors as well as development opportunities, thus enabling specialists to reach set individual and team goals and securing excellent performance
• Identify improvement needs in the work environment and take actions to address them, thus contributing to a great place to work
• Define improvement areas in processes and root causes for poor performance connected to planning, scheduling and intraday and convert these into mitigation actions
• Contribute in translating tactical into operational forecasts as a foundation for scheduling and intraday cycles
• Support the team in business driver and data validation procedures as well as performance analysis for continuous improvement processes
• Actively participate and validate hiring, onboarding and training of Specialists in the team, contributing to create a great co-worker experience
• When needed, perform specialist assignments in order to balance workload in the team as well as getting up to date hands on experience of processes, technical platforms and ways of working.
• Enable and maintain close collaboration between specialist within the team and managers and leaders within Sales and Resolutions, in order to secure adequate scheduling and intraday initiatives that balances business and customer needs
• Share team point of view with Planning, Scheduling & Intraday Manager in order to enable Scheduling / Intraday perspective to be taken into account in RCMP business steering and goal setting
• Contribute in securing that local RCMP planning processes are in line with IKEA people planning principles and local labor laws.

About this work area

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