Remote Team Leader-Resolutions

Candidate profile (title) Who you are

Candidate profile (text) – Default language As a person you are passionate about people, business, IKEA’s purpose and continuously driving better performance. You are energized by increasing customer value, driving business growth and contributing to overall success and results through people as well as motivated by leading and developing people. You will have a formal qualification in Sales, Customer Service or equivalent. You will also have:

• Minimum 3 years of experience in a customer facing role within contact centre
• Minimum 1 year of experience in leading and/or influencing co-workers
• Fluent in English (where applicable) and local language is required

You should also posses:

• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
• Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
• Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
• Good knowledge of change management and understanding of key factors for a successful change initiative
• Broad knowledge of the Remote Customer Meeting Point business and the business goals
• General knowledge of the people planning process and the recruitment process as well as

understanding how to contribute to these.

• Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
• Basic knowledge about Ingka processes, IKEA product range and services
• Good knowledge about relevant Ingka systems and tools

You will have the abilities to solve problems and handle conflicts, always with IKEA values at heart, empower others to achieve set goals, using individualised techniques that trigger motivation and development, analyse risks and consequences of a change initiative and assess and improve quality.

Key responsibilities (title) Your responsibilities

Key responsibilities (text) You will be in responsible in driving an exceptional customer experience by building and leading high performance teams within an assigned area that engage with customers in all remote channels, thus securing long term growth. This happens through inspirational and empowering IKEA leadership with focus on enabling the Generalists’ ability to perform their remote customer-facing tasks as well as enabling Specialists to support Generalists in the best possible way.

You will be responsible to

• 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 behaviours
• 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) in order to reach set goals
• Identify improvement needs in the work environment thus contributing to create 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 maximising business outcomes
• Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers

Team vision ( title) Together as a team

Team vision (text) At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

We are an equal opportunity employer:

At IKEA, we value diverse backgrounds, perspectives, and skills. We are committed to providing coworkers with a work environment free of discrimination and harassment. We encourage individualism and invite you to come join our team and be yourself with us! We are an Equal Employment Opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristic protected by law. All employment decisions are based on qualifications, merit and business need.

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