Job-ID: 267749

Dato for opslag: 05/12/2024

Who you are
In this role you secure that the country Remote Customer Meeting Point (RCMP) adheres to quality standards and gather detailed reasons for any deviations in order to create solutions, while driving a culture of strong customer focus.

• We believe your backpack consists of:
• Strong knowledge of customer needs and wishes throughout the shopping journey
• Strong knowledge of monitoring and insights generation methodologies within omnichannel environments
• Broad knowledge of the contact centre industry and in particular its design functions within globally steered organizations
• Project management expertise, with experience in driving projects from conception to execution, ensuring that all initiatives are completed on time, within scope, and aligned with business objectives.
• General knowledge of continuous improvement functions within different industries, with focus on understanding and defining standards for customer and co-worker expectations
• Good understanding of the complexity of RCMP and how processes impact the customer meeting
• Deep emotional intelligence and empathy
• Ability to take customer perspective
• Strong analytical skills and ability to turn insights into improvement needs
• Strong interpersonal skills with ability to engage and empower others
• Energized by coaching others
• Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations
• Inspired by creating an IKEA fit for the omnichannel retailing future and living the change process that comes with it
• Motivated by working thoroughly in order to find root causes and improve quality
• Good English skills
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.
About this work area
• Lead and perform proactive root cause analysis for country, in collaboration with Remote Analytics Specialist, to capture relevant insights
• Perform end-to-end journey monitoring in order to secure the perspectives of the customer
• Gather qualitative customer insight using all channels e.g. customer feedback, social media, call listening, web monitoring/replays in order to enable continuous performance improvement
• Host calibration sessions across RCMP and Remote Partners on “what good looks like” in order to define and share best practice, thus securing evaluation of customer interactions according to IKEA standards.
• Coordinate qualitative reviews and capture quality insight from Remote Partners in order to get insights of local performance, quality adherence and enable continuous performance improvement.
• 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
• Perform qualitative deep-dives, on own or group initiative, to support Remote Analytics in order to confirm data-driven hypotheses based on qualitative findings
• Monitor customer contact and coach, onboard and train Remote Team Leaders in evaluating co-worker quality in order to ensure adherence to quality standards
• Identify and prioritize learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, in order to ensure continuous learning and development
• Identify improvement areas in the Experience Design domain in order to ensure adherence to quality standards
• Provide feedback to group Quality team connected to any needs or opportunities in order to secure resources for country specific improvements