Remote Resolutions Team Leader – Remote Customer Meeting Point

Candidate profile (title) Who you are

Candidate profile (text) – Default language We believe your backpack consists of:

• Strong knowledge of how to motivate, evaluate, coach 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)
• Passion for leading others and energized by developing and challenging people to reach set individual goals
• Good knowledge of change management and understanding of key factors for a successful change initiative
• Broad knowledge of the Contact Center business and the omnichannel customer meeting (within Sales or Resolutions)
• Energized by togetherness and reaching common goals as a team
• Motivated by working in a dynamic and result driven retail environment
• General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
• High level of data/computer proficiency
• Good spoken and written comunication level both of English and Portuguese (b2 or higher)
• Motivated by sharing and living the IKEA culture and values
• Passion for home furnishing and people’s life at home
• Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
• For internal: Basic knowledge about Ingka processes, tools, IKEA product range and services
• For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels

Your backpack is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us. 

The ideal candidate has:

• 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

Key responsibilities (title) A day in your life with us

Key responsibilities (text) 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 in order 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) 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 maximizing 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) Drive 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.

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!

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