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Intraday Specialist (40T, Temporary 1 year, parental leave cover) - IKEA Korea RCMP

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  • Gwangmyeong, Republika Korei
  • Administracja i usługi wspierające

Opis stanowiska pracy

  • Identyfikator oferty: 356512

  • Data publikacji: 20/07/2026

    • Who you are

    '- Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.
    - Broad knowledge of workforce management with focus on retail businesses, covering demand, capacity, scheduling and intraday.
    - Broad knowledge of demand drivers connected to sales and customer care in multinational environments.
    - Strong knowledge of the intraday area within the contact center industry and its integration with scheduling.
    - Strong knowledge of the Genesys platform and Verint.
    - Strong understanding of the mechanics within RCMP operations.
    - Good understanding of the complexity of IKEA business and the role of remote experience design and RCMP as an integrated part of the business.
    - High level of data/computer proficiency.

    Your responsibilities

    '- Continuously ensure targets are prioritized correctly in order to maximize customer experience and meet goals.
    - Continuously evaluate forecast against actual demand and trends in order to determine if a re-forecast and further actions are required.
    - Constantly ensure that demand and supply match and take measures in order to secure consistent performance.
    - Monitor queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time.
    - Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services.
    - Coordinate short-term measures on the supply side, e.g. rescheduling training, to balance co-worker and customer experience while operating against the right cost.
    - Develop and maintain close collaboration with managers and team leaders in order to understand needs for trainings, team meetings etc, thus securing both schedule adherence and a balanced day-to-day co-worker experience.
    - Create commentary on reporting to Planning, Scheduling & Intraday Manager and Scheduling Specialists about performance for the day and mitigating actions, in order to provide an outlook for the next few days.
    - Ensure close collaboration with the Scheduling Specialist in order to secure continuous scheduling operations.
    - Provide insights and share feedback with Scheduling Specialists and the rest of the operations to ensure the right future scheduling actions are taken.
    - Share and communicate learnings and feedback to all relevant stakeholders in order to drive continuous improvement across the RCMP.

    Apply now!

    *For internals, please have dialog with your line manager before apply jobs. We will contact to your line manager to ask your references as part of the process. This is temporary assigned job. For the permanent contract co-workers, it is required to have a home-coming agreement to secure local labor compliance. Please have dialogue with your line manager before you apply.

    채용 시 참고사항

    당사는 「국가유공자 등 예우 및 지원에 관한 법률」 및 「장애인고용촉진 및 직업재활법」에 따라 보훈 대상자와 장애인에게 채용 전형에서 우대 혜택을 제공합니다. 관련 법령에 따른 대상자는 지원 시 해당 사항을 기재해 주시기 바랍니다.

    최종 합격하여 채용이 결정된 경우 근로관계 개시일부터 3개월의 *시용기간이 진행됩니다. 다만, 1회에 한해 3개월 이내에서 연장될 수 있습니다. (*시용기간은 수습기간을 의미)

    서류 반환 정책

    * 본 고지는 『채용절차의 공정화에 관한 법률』 제11조 제6항에 따른 것입니다.
    * 당사 채용에 응시한 구직자 중 최종합격이 되지 못한 구직자는 『채용절차의 공정화에 관한 법률』에 따라 제출한 채용서류의 반환을 청구할 수 있음을 알려 드립니다. 다만, 홈페이지 또는 전자우편으로 제출된 경우나 구직자가 당사의 요구 없이 자발적으로 제출한 경우에는 그러하지 아니하며, 천재지변이나 그 밖에 당사에게 책임 없는 사유로 채용서류가 멸실된 경우에는 반환한 것으로 봅니다.
    * 채용서류 반환 청구를 하는 구직자는 채용서류 반환청구서[채용절차의 공정화에 관한 법률 시행규칙 별지 제3호 서식]를 작성하여 당사 이메일 recruit.ikea.kr@ingka.ikea.com 로 제출하면, 제출이 확인된 날로부터 14일 이내에 지정한 주소지로 등기우편을 통하여 발송해 드립니다. 이 경우 등기우편요금은 수신자 부담으로 하게 되오니 유념하시기 바랍니다.
    * 당사는 구직자의 반환 청구에 대비하여 채용 여부가 확정된 날로부터 180일간 구직자가 제출한 채용서류 원본을 보관하게 되며, 그때까지 채용서류의 반환을 청구하지 아니할 경우에는 『개인정보 보호법』에 따라 지체 없이 채용서류 일체를 파기할 예정입니다.
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