IKEA is a home furnishing company with Swedish origin that offers well-designed, functional home furnishing products at prices so low that as many as possible can afford them. At IKEA you will be a part of a global family of colleagues who share an uncommon corporate value – to contribute to create a better everyday life for the many people. You will also find a casual but focused working environment where things get done.
Now we are looking for a Customer Support Centre (Contact Centre) Operations Managerfor IKEA Romania.
IKEA CSC Operations Manager responsibility is to ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience by providing fast and easy support in every customer contact to fulfill customers' expectations.
Your responsibilities will be to:
Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience.
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.
Ensure that the department works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
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 centre 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.
If you have at least 3 years of experience in Contact Centre similar roles, and you have/are:
Excellent knowledge of contact center business.
Ability to think strategically and a clear ability to turn the strategy into operational plans.
Knowledge about real time staff planning and standard work force management.
Knowledge about relevant Sales and Customer Relations processes, tools and working methods.
Self-confident with the ability to influence through the use with customer insights
Knowledge of how to support IKEA customers before, during and after purchase in a non-face-to-face environment.
Sales knowledge in regards 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.
Passion for customer support and customer satisfaction
Result and solution driven, confident decision-maker
Ability to communicate confidently and clearly in local language and fluent in English
Ability to prioritize and organize work and the work of others in order to make the most efficient use of the time available
Know how to manage and develop complex processes.
Strong organizational skills and the ability to prioritize.
we would like to hear from you.
Join the IKEA family and apply for the position online by 31.05.2019