Team Leader Customer Support Center, IKEA Taastrup (Head Office)

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WHO YOU ARE Candidate profile - Default language We are looking for a Team leader with strong leadership skills, who can balance different co-worker needs and would have a passion to motivate, coach, develop, and empower a team of 13 skilled Specialists within both Resolution and Sales. You are a team player by nature, set the course, and reach the goals – in close collaboration with your team, team leader colleagues, and the management team.
You have a broad knowledge of operations in a contact center environment and experience in the omnichannel customer meeting – in both Sales and Resolution.
As we are currently in the process of a transformation, it is imperative, that you have a solid knowledge of change management, and understand the key factors for successful change.
Due to our transformation, we change our Customer Support Center name to Remote Customer Meeting Point (RCMP).

You:
•challenge people to reach goals and KPI´s and it gives you the energy to be a part of a dynamic and result-driven retail environment.
•have general knowledge of the people planning and recruitment process and understand how to contribute to these
•are motivated to share and live the IKEA values and culture and you have a passion for home furnishing
•have excellent written and verbal skills in English and Danish
•Minimum 3 years of experience in a customer-facing role within the contact center
•Minimum 1 year of experience in leading and/or influencing co-workers Key responsibilities YOUR RESPONSIBILITIES Key responsibilities (text) You will lead, coach, support and develop a team of 13 skilled Specialists, who each support the Generalists and Team leaders within separate teams in Resolution, Sales, B2B, and Remote Planning and Selling.
You will have 12 Team leader / Leader trainee colleagues and report to the Remote Resolution Manager. In the Remote Customer Meeting Point (RCMP), you will be a colleague to just below 200 competent and engaged colleagues, whose main purpose is to create extraordinary customer experiences and meet the customers´ needs of today and tomorrow.

In this role, you will:

•Create an inspiring and motivating work environment and build a committed team with a strong customer-focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
•Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area to identify performance improvement areas in processes and behaviors
•Lead, coach, and follow up individual development to empower team members through knowledge, trust, and motivation, thus building business competence, securing succession, and enhancing the quality of soft skills in the customer meeting
•Create, monitor, and follow up team action plans (when applicable with input from Specialists) to reach set goals
•Identify improvement needs in the work environment thus contributing to creating a great place to work
•Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes
•Validate that hiring, onboarding, and training of co-workers is performed according to standards to secure the competence of co-workers Team vision ( title) ABOUT THIS WORK AREA Team vision (text) At IKEA our mission is to help the many people live better everyday lives. We are committed to making IKEA more accessible, affordable, and sustainable, in everything we do.
As the result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP) – an integrated part of the new IKEA omnichannel retailing.
Thereby meeting the demands of our customers and allowing them to choose how, when, and where they wish to meet us.

Skriv i din ansøgning, at du fandt jobbet på ofir.dk


Team Leader Customer Support Center, IKEA Taastrup (Head Office)

WHO YOU ARE Candidate profile - Default language We are looking for a Team leader with strong leadership skills, who can balance different co-worker needs and would have a passion to motivate, coach, develop, and empower a team of 13 skilled Specialists within both Resolution and Sales. You are a team player by nature, set the course, and reach the goals – in close collaboration with your team, team leader colleagues, and the management team.
You have a broad knowledge of operations in a contact center environment and experience in the omnichannel customer meeting – in both Sales and Resolution.
As we are currently in the process of a transformation, it is imperative, that you have a solid knowledge of change management, and understand the key factors for successful change.
Due to our transformation, we change our Customer Support Center name to Remote Customer Meeting Point (RCMP).

You:
•challenge people to reach goals and KPI´s and it gives you the energy to be a part of a dynamic and result-driven retail environment.
•have general knowledge of the people planning and recruitment process and understand how to contribute to these
•are motivated to share and live the IKEA values and culture and you have a passion for home furnishing
•have excellent written and verbal skills in English and Danish
•Minimum 3 years of experience in a customer-facing role within the contact center
•Minimum 1 year of experience in leading and/or influencing co-workers Key responsibilities YOUR RESPONSIBILITIES Key responsibilities (text) You will lead, coach, support and develop a team of 13 skilled Specialists, who each support the Generalists and Team leaders within separate teams in Resolution, Sales, B2B, and Remote Planning and Selling.
You will have 12 Team leader / Leader trainee colleagues and report to the Remote Resolution Manager. In the Remote Customer Meeting Point (RCMP), you will be a colleague to just below 200 competent and engaged colleagues, whose main purpose is to create extraordinary customer experiences and meet the customers´ needs of today and tomorrow.

In this role, you will:

•Create an inspiring and motivating work environment and build a committed team with a strong customer-focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
•Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area to identify performance improvement areas in processes and behaviors
•Lead, coach, and follow up individual development to empower team members through knowledge, trust, and motivation, thus building business competence, securing succession, and enhancing the quality of soft skills in the customer meeting
•Create, monitor, and follow up team action plans (when applicable with input from Specialists) to reach set goals
•Identify improvement needs in the work environment thus contributing to creating a great place to work
•Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes
•Validate that hiring, onboarding, and training of co-workers is performed according to standards to secure the competence of co-workers Team vision ( title) ABOUT THIS WORK AREA Team vision (text) At IKEA our mission is to help the many people live better everyday lives. We are committed to making IKEA more accessible, affordable, and sustainable, in everything we do.
As the result of the Customer Support Transformation, we are now implementing the Remote Customer Meeting Point (RCMP) – an integrated part of the new IKEA omnichannel retailing.
Thereby meeting the demands of our customers and allowing them to choose how, when, and where they wish to meet us.

Skriv i din ansøgning, at du fandt jobbet på ofir.dk


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