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Ohjaustoiminnot & johtaminen

Call Center Customer Resolutions Manager

Hae työpaikkaa
  • Baltimore, United States
  • Leadership & Management
  • Kokoaikainen

Työpaikan kuvaus

  • Työpaikan tunnus: 278346

  • Julkaisupäivämäärä: 05/03/2025

    • What you'll need to have
    The ideal candidate has:
    • Minimum 8 years of experience working within customer service
    • Minimum 5 years of experience in leading and managing leaders, including profit/loss responsibility
    • Experience of working with new technologies e.g. broadcasting, video sales, Augmented Reality
    • Experience of multi-channel retail customer experience, preferably within home furnishing sector

    We believe your backpack consists of:

    • Strong knowledge of Care & Support services area (I.e. claim and complaints handling) and its contribution to business growth.
    • Strong knowledge of the drivers of customer satisfaction in connection to the Care area, with focus in omnichannel environments.
    • General knowledge of the contact center industry within globally steered organizations.
    • Strong knowledge of change management within a complex business environment.
    • Motivated by exceeding customer expectations and growing satisfaction with outstanding service and support
    • Passion for leading others and energized by developing and challenging people to reach set individual goals
    • Strong interdependent leadership skills with the ability to build trustful relationships
    • Strong analytical and high level of data/computer proficiency.
    • Strong strategic skills, including ability to direct efforts to set, plan for and achieve long term business objectives through matrix leadership.
    • Ability to drive the business area agenda in the management team in an inspirational and clear way
    • Motivated by sharing and living the IKEA culture and values
    • Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
    • For Internal: Wide understanding of the complexity of IKEA business, with focus on the fulfilment chain and the role of CSC/RCMP as an integrated part of the business

    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.
    What you'll be doing day to day
    In this role, you will:

    • Be accountable for executing and adapting the global strategy for the area to local prerequisites and driving the area on country level to deliver great experiences for customers and co-workers.
    • Be accountable for achieving country business goals for the area and enabling a customer-centric customer culture.
    • Work closely with Analytics to continuously identify drivers of contact volumes, efficiency as well as drivers of customer and co-worker needs, translating these insights into prioritized actions.
    • Create, anchor and execute detailed plans for all actions within the area, securing structured and methodical follow up that maximizes success chances, including optimal resource distribution.
    • Work closely with key stakeholders, securing alignment and using compelling insights to make strong cases that influence them to prioritize and execute the right actions within their areas.
    • Lead, coach and develop the team, promoting individual growth and securing a high performing team of passionate experts
    • Be responsible for participating and providing input to the unit Management Team, with a continuous focus on driving the best customer and co-worker experience.
    • Be responsible for maintaining close cooperation with the global counterparts, providing input and feedback in order to maximize continuous improvement in the area
    Together as a Team
    Through a highly engaged team, drive a strong customer mindset, enabling excellence, competence, and best in class co-worker support towards customers.

    Ensure a seamless experience for claims and other support needs after the purchase in an omnichannel environment, creating a rewarding customer experience in a remote context.

    Lead and manage the area operational team within the country in alignment with the group counterpart.
    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, Full-time
    BENEFITS ELIGIBLE: Yes
    Hybrid Workplace
    The payband for the role is $105,190-$173,324.50. The offer band for the position is $105,190- $156,290.50 with benefits
    Starting date is April 21, 2025
    This position is hybrid role with 3-5 days a week in the office and subject to change.
    The successful candidate must live within a commutable distance to the IKEA RCMP in Nottingham, MD.

    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


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