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Management & Leadership

<Customer Support Centre/Chiba> Planning,Scheduling & Intraday manager Full-time

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  • Funabashi-Shi, Chiba-Ken, Japan
  • Leadership & Management
  • Full time

Descizione del ruolo

  • ID dell'offerta: 281526

  • Data della pubblicazione: 11/03/2025

    • What you'll need to have
    【Required Qualifications】
    ・Formal qualifications in business or financial management or equivalent
    ・Experience working as workforce manager/performance manager/operations manager
    ・Experience working within Customer experience and/or customer service in a large organisation

    【Knowledge&Capabilities】
    ・Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
    ・Strong knowledge of workforce management, with focus on retail businesses, covering demand, capacity, scheduling, intraday and analysis
    ・Broad knowledge of the drivers of demand in connection to sales and aftersales
    ・Strong knowledge of the contact centre industry and in particular the scheduling and intraday areas
    ・Strong understanding of the complexity of IKEA business and the role of RCMP, as an integrated part of the business
    ・High level of data/computer proficiency
    ・Strong analytical and strategic skills
    ・Ability to effectively drive complex processes with ambiguous local business needs
    ・Strong interdependent leadership skills with the ability to build trustful relationships
    ・Ability to drive the scheduling and intraday agenda in the management team in a clear and inspirational way, always with IKEA tone of voice
    ・Ability to adapt global guidelines to the local environment
    ・Strong analytical and strategic skills
    ・Ability to effectively drive complex processes with ambiguous local business needs
    ・Strong interdependent leadership skills with the ability to build trustful relationships
    ・Ability to drive the scheduling and intraday agenda in the management team in a clear and inspirational way, always with IKEA tone of voice
    ・Ability to adapt global guidelines to the local environment

    【Langage Requirements】
    ・Fluent in English/Conversational level in Japanese

    【Purpose of job】
    ・Drive the Planning, Scheduling & Intraday (PS&I) area for the country Remote Customer Meeting Point (RCMP), optimising co-worker availability to meet the workload in the most efficient and effective manner always with IKEA values at core. This includes fulfilment of customer contact demand in real time.
    ・Lead the country RCMP PS&I team.

    【Your Responsibilities】
    ・Accountable for executing and adapting the global people planning strategy in order to optimise co-worker availability while balancing local business and co-worker needs and maximise business goals
    ・Accountable for achieving Country PS&I goals, by adapting and executing global best practices and follow Ingka People Planning concept, in order to deliver always on support
    ・Ensure adherence to IKEA employment standards, local legislation, and union requirements working in close cooperation with Country People Planning team in P&C
    ・Ensure a close collaboration with Sales and Resolutions Teams in order to secure adequate scheduling and intraday initiatives that balances business and customer needs
    ・Define root causes for poor performance connected to people planning and convert these into mitigating actions
    ・Participate and provide input to Country RCMP Management Team, with a continuous focus on driving the people planning agenda across all areas of the RCMP
    ・Contribute with input to the RCMP country goal-setting process, in order to secure people planning perspectives are taken into account
    ・Lead, coach and develop co-workers, promoting individual growth and securing a high performing team of passionate experts
    ・Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences are available
    ・Orchestrate and ensure the flexible workplace including Working from Home, Working from Site and Working from Store) in order to enable adaptation to meet demand based on commercial events, seasonality, high peak management, and reactive crisis peaks in cooperation with Sales and Resolutions
    ・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

    【Your team】
    Manager, 7 Specialists

    【Working Hours】
    ・9:00-18:00
    (You possibly work until 21:00 around 2-3 times/month)

    【Where you work】
    ・Work from Tokyo-Bay Office


    About this work area
    【Contracts】
    - Full-time regular employee- 40 hours per week contract

    【Benefits】
    - Social insurance: welfare pension, health insurance, and unemployment insurance
    - Transportation expense (up to 1,530 yen/day)
    Parking spaces available for car commutation

    ・We have a generous vacation package, with 16 paid leave days available in the first year (can be used after 6-months probation). Our total yearly paid time off totals 127 days per year.
    In addition, we also provide congratulatory or condolence leave, maternity leave, nursing care leave, childcare leave, paternity leave, childcare leave for partners, personal injury leave, nursing leave, volunteer leave, family care leave
    No matter what life stage you are at, we have the leave to support you!

    - Employee discount system
    - Employee cafeteria
    - Christmas gift
    - Great value life insurance, long-term medical care insurance plans (opt-in)
    - Retirement allowance system (corporate defined contribution pension plan: 3 years or more of service)
    - Employee smoking area
    - Extensive learning opportunities including Rosetta Stone (language learning) and Linkedin learning subscriptions
    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/benefits-pub8c6da021

    【OPEN IKEA internal recruitment system】
    At IKEA we want you to take your career in the direction of your passions. When we recruit for an opening, the position is available to apply to by all IKEA employees. This includes domestic and international opportunities.
    Where will your career take you? To the IKEA stores? A different country? Up and up in your current department? It is up to you!

    【Working at IKEA】
    Everyone has a home at IKEA. Our way of working values work, family, and individuality.
    To get a better image of our culture, watch the following 9 interviews with some of our coworkers.
    https://youtu.be/A6MBRKNRlGw

    "At IKEA, we believe everyone has the right to be treated fairly and be given equal opportunities"
    Diversity is a key to success; diversity comes in all shapes and sizes. Being ourselves, and contributing with our uniqueness, makes us all grow.
    At Ingka Group, we welcome all dimensions of diversity. A diverse and inclusive workplace is good for our co-workers, for our customers and our business.
    We strive to have a diverse and inclusive work environment where co-workers feel valued for their uniqueness, recognized for their diverse talents, and where they can be themselves.
    IKEA Japan would like to explore together. If you have a passion for this position, please don’t hesitate to apply!
    Let’s get closer to our vision of “creating a better everyday life for the many people” together!

    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/diversity-and-inclusion-pub86a2cb59
    Apply now!
    【How to apply】
    Think this might be the job for you? Please apply today using the register button on this page!
    Attach a resume and cover letter, and we will get back to you as soon as we can.

    【Hiring Process Steps】

    ＜Online company information session＞

    The company information session is an opportunity to learn more about IKEA and working at IKEA.
    We encourage you to attend.
    *Reservations cannot be made here. Please check the latest session schedule at IKEA Japan website.
    https://www.ikea.com/jp/ja/this-is-ikea/work-with-us/

    *As IKEA is a global company, time zones can affect the closing of application periods. Please apply at least 2 days before the deadline.
    *Furthermore, it is possible a position's recruitment may close early if the contract has been filled. We advise that you submit an application as soon as you can.
    *Please note that as part of the selection process, we may ask for references from those who have experienced working with you. The reference will be in the form of a questionnaire.
    Questions and support? Let's connect!
    IKEA Japan Recruitment Team: 029.recruiters.jp@ikea.com
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