Job Description

QUEM ÉS TU

• Minimum 2 years of experience working within contact centre/customer service;
• Experience in the Intraday area;
• Good level of English to communicate with the relevant stakeholders when needed and fluent in Portuguese;
• Broad knowledge of workforce management with focus on retail businesses, covering demand, capacity, scheduling and intraday;
• Strong knowledge of the Genesys platform and Verint;
• Good understanding of the complexity of IKEA business and the role of remote experience design and RCMP as an integrated part of the business;
• High level of data/computer proficiency;
• Motivated by sharing and living the IKEA culture and values;
• Enjoy working in a team where openness and a sharing culture is promoted;
• Inspired by working agile and being open to change;
• Energized by working in a dynamic and ever-changing retail environment;
• Passionate to empower the RCMP co-workers to create maximum value for IKEA customers;
• Strong analytical skills and ability to use those in order to challenge ways of working;
• Flexible and agile mindset combined with ability to handle more than one task at the time;
• Ability to build trustful and strong relationships while demonstrating a service minded approach towards colleagues;
• Ability to prioritize tasks and balance independent work, own initiatives and responsibility with openness and transparency in a sharing culture.

UM DIA DA TUA VIDA NA IKEA

• Monitor queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time;
• Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services;
• Continuously evaluate forecast against actual demand and trends in order to determine if a re-forecast and further actions are required;
• Constantly ensure that demand and supply match and take measures in order to secure consistent performance;
• Coordinate short-term measures on the supply side, e.g., rescheduling training, to balance co-worker and customer experience while operating against the right cost;
• Develop and maintain close collaboration with managers and team leaders in order to understand needs for trainings, team meetings etc., thus securing both schedule adherence and a balanced day-to-day co-worker experience;
• Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) in order to enable close collaboration with Remote Partners;
• Regularly orchestrate reviews of result, resources, schedule adherence and rolling forecast with remote partners in order to ensure clear view of partner capacity, and to enable a great place to work and great customer experience.

JUNTOS COMO UMA EQUIPA

At IKEA everything is about our customer and, in the Remote Customer Meeting Point, we establish and maintain long lasting relationships with new and existing customers on an omnichannel retail environment. We're a diverse team that works together to ensure a positive and pleasant experience to all visitors and IKEA customer: we build services, collect feedback and do what's right! Our modur operandi goes through establishing a connection with people, paying attention to their personal needs and building authentic interactions. We're a group of people with genuine passion for people!

At IKEA / Ingka Group we believe everyone deserves to feel welcomed, respected, supported and valued, regardless of any identity dimension or life circumstances. We are committed to create a diverse work environment where everyone feels included and has access to the same opportunities. We want to reflect the society we live in and do not tolerate discrimination. It is based in these values that we work daily, because we believe diversity is the key to our success and inclusion is everyone’s responsibility.

O QUE PRECISAS DE SABER

Part-time: 24 hours - 4 days - 6 hours per day. Full availability during the week and Saturdays.

Hybrid role, with two mandatory days per week at the Remote Customer Meeting Point, in Loures.