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Customer Support Centre Operations Manager for IKEA Romania

Băneasa, București Customer Relations Full Time

Job description


discover how much further
you can go.

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