Intraday Specialist, Customer Service Center
1 month ago
Job ID:
Date posted: 08/04/ Who you are
We believe your backpack consists of:
Broad knowledge of workforce management with a focus on retail businesses, covering demand, capacity, scheduling, and intraday-related controlling.
Strong knowledge of the intraday area within the contact centre industry and its integration with scheduling.
High level of data/computer proficiency.
Enjoy working in a team where openness and sharing culture are promoted.
Strong analytical skills and ability to use those to challenge ways of working.
Ability to work with others in a team and be open to the exchange of knowledge and insights.
Flexible and agile mindset combined with the ability to handle more than one task at a time.
Ability to build trustful and strong relationships while demonstrating a service-minded approach towards colleagues.
Giving constructive feedback.
Fluent in Danish and a high level of English to communicate with the relevant stakeholders when needed.
Your backpack is on our wish list If you dont 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 peoples development together with us.
The ideal candidate has:
Minimum 2 years of experience in an Intraday, Planner or Reporting analyst role.
Minimum 4 years of experience working within contact centre/customer service.
Strong knowledge of the Genesys platforms and Verint.
Your responsibilities
In this role, you will:
Continuously ensure targets are prioritized correctly to maximize customer experience and meet goals.
Continuously evaluate the forecast against actual demand and trends to determine if a re-forecast and further actions are required.
Monitor queue times and abandon rates on all queues across channels and skills to optimize co-worker efficiency in customer-facing activities and reduce customer waiting time.
Monitor schedule adherence and wrap times on all queues, and feedback to Remote Team Leaders to ensure the best customer experience across Sales and Resolutions services.
Provide insights and share feedback with Scheduling Specialists and the rest of the operations to enable qualitative continuous scheduling operations.
Regularly orchestrate reviews of results, resources, schedule adherence, and rolling forecast with remote partners to ensure a clear view of partner capacity, and to enable a great place to work and a great customer experience.
About this work area
At IKEA our mission is to help the many people live better everyday lives in their homes, in their communities, and on this planet, we all call home.
We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable.
As the Intraday specialist, you will be a part of a team, with 5 members, at our Remote Customer Meeting Point (RCMP) where you also will have new colleagues.
We monitor daily operations to forecast and respond to deviations in all possible parameters that are collected within the country's Remote Customer Meeting Point (RCMP), maximizing the efficiency and effectiveness of the outcomes.
Questions and support? Let's connect
If you have job-specific questions, please contact Scheduling Planning & Intraday Manager, Esben Rasmussen at .
For questions regarding the recruitment process, please contact Senior Recruiter Mette Forsberg at .
Please notice that we do not receive applications any other way than through our recruitment system.
Other information
You will be on an individual, flexible contract for 37 hours per week.
The opening hours in the team are Monday Friday 07:30 - 20:15 and weekends 8:00 - 18:15.
Expect to work 1 - 2 evenings a week and every 3 - 4th weekend.
Salary within IKEAs salary policy based on your competencies and including pension.
We have various benefits such as Health insurance, massage, canteen, staff discount, discounts club with external partners, yearly gift and bonus.
Start date: 1st of June .
We have an ongoing interview process and reserve the right to close the job when we have received enough qualified candidates.
As we are moving into omnichannel retailing, all coworkers wear IKEA uniforms, as we meet our customers in all channels and represent IKEA as a selling and resolution unit.
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