Call Center Area Manager

Candidate profile (title) Why we will love you

Candidate profile (text) - Default language 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 your uniqueness. Join our team and start a better life for yourself.

Key responsibilities (title) What you'll be doing day to day

Key responsibilities (text) Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center, enabling performance steering and people support, thus creating best experience for remote customers and co-workers.

Ensure clear guidelines are communicated to the team in order to secure best practice

Ensure adequate operations for performance management in order to maintain satisfactory performance levels

Collate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders

Support and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targets

Anchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are met

Ensure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experience

Team vision (text) At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people!

Let's connect !

Let´s connect 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: 3 days in office(Baltimore)
and other days remote (Subject to Change)
(Open Availability Required)
Salary Range: $79,873-114,617.50
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

Local section (title) Qualifications

Local section (text) Minimum 5 years of experience within customer service or sales
Minimum 3 years of experience in leading leaders and co-workers
Extensive knowledge of leadership principles to motivate and empower leaders individually as well as to create togetherness within teams
Good knowledge of the complexity of change management and understanding of key factors for a successful change initiative
General knowledge of the people planning process and the recruitment process, and understanding how to contribute to these
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Good understanding of the complexity of Call Center operations and Sales/Resolutions as an integrated part of the business
Passion for leading others and energized by developing and challenging leaders to reach set individual goals
Ability to transform strategy into plans and guidelines
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.

The starting rate/ salary for this position ranges from 79783 USD to 114617.5 USD and will be based on relevant work experience.