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Steering & Leadership

IKEA Contact Center Resolutions Supervisor

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  • Baltimore, Maryland, United States
  • Leadership & Management
  • Full time

Job Description

  • Job ID: 310362

  • Date posted: 01/12/2025

    • Why we will love you

    You care about making a positive impact in the world.  You understand greatness requires thinking differently.  An inclusive and accepting work environment is important to you.  

    A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness.  Join our team and start a better life for yourself.

    What you'll be doing day to day

    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.

    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

    Together as a team

    We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

    Apply now!

    At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

    JOB TYPE: Permanent, Salaried, Full-time
    BENEFITS ELIGIBLE: Yes
    Hybrid workplace: Up to 3 days in office(Baltimore)
    and other days remote but subject to change
    (Open Availability Required)
    Salary Range: $56,778-$82,328.25
    Generous paid time off, holiday and sick time
    WiselyPay – get earned wages up to two days early
    Paid parental leave (up to 16 weeks)
    KinderCare tuition discount  
    Retirement and bonus plans
    Co-worker discount, meal deal, and referral bonus
    Pet insurance program
    Education assistance and learning programs
    Safety shoe reimbursement
    24/7 telehealth visits
    Dental and vision plans
    Medical and Rx plans (must work min. 20 hrs/wk)
    A fun and inclusive work environment

    Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role



    QUALIFICATIONS
    The starting rate/ salary for this position ranges from 56,778 USD to 82,328.25 USD and will be based on relevant work experience.
    * Minimum 3 years of experience in a customer facing role within Call Center
    * Minimum 1 year of experience in leading and/or influencing co-workers
    * 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
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