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Ikea member of staff helping customers use touch screen
会见与理解顾客

Call Center Area Manager (Resolutions General)

申请
  • Baltimore, Maryland, United States
  • 顾客关系
  • 全职

职位描述

  • 职位 ID: 301351

  • 发布日期: 25/07/2025

    • 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

    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

    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!

    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



    QUALIFICATIONS
    The starting rate/ salary for this position ranges from 77,696 USD to 124,314 USD and will be based on relevant work experience. * 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. 
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