The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
Job description
Your assignment
You drive customer centric culture in department and ensure every agent provides and contributes to achieving and maintaining and outstanding customer service experience across all communication channels;
You are accountable and contribute directly in creating/maintaining essential Service Level Agreements (SLA) across all functions which CCC collaborates extensively within the defined process flows;
You are responsible in ensuring that the Key Performance Indicators (KPIs) are met by leading and inspiring the team to strive and perform at the required standard. The KPIs are to be reviewed continuously and adjusted where and when necessary to align with current customer demands and market trends;
You lead the collaboration and ensure presence in relevant meetings especially with the Customers Relations Department and the Transport Service Providers by sharing relevant data insights to present the correlations between their performance and the impact on the performance of the CCC;
You lead and develop competent and high performing teams and leaders to support the business and to secure succession planning;
You actively contribute and create a CCC Disaster Recovery Plan to ensure business and operational continuity during a crisis;
You would work closely with the Customer Experience Manager IKEA (country) in driving the budgeting process by providing input based on observations and historical data information to guarantee continuous excellence by providing the team with the necessary technical resources and quality improvement initiatives to continue driving customer satisfaction within the set financial frame;
You ensure that the unit works ethically and in compliance with internal regulations and legislations including consumer protection, risk, environment, health and safety. This also includes the review of CCC specific regulations and making any applicable amendments when needed;
You are responsible in ensuring that information, directly affecting the department is communicated timely and with transparency to all co-workers;
You will also contribute to the identification process for appointing department Super Users, who will own any new system developments used within the department as well as Home Furnishing Experts, who will help build range competence among CCC agents.
Qualification
Your profile
With a minimum 2 years’ experience in managing customer contact/support centre operations with at least 2 direct reports and agent workforce of at least 20 co-workers;
Have a solid understanding of Customer Contact Centre operations;
With a proven track record of successful leadership in a people-centric organisation;
Have strong foundation of budget responsibility and a fundamental understanding of profit and loss and the key performance indicators used within contact centre to plan, follow and steer the business by providing input and contributing in this aspect;
Have strong experience in creating and implementing strategic action plans and providing clear direction whilst following up on defined goals;
Have a good understanding and managing develop complex processes, coupled with a solid experience in resolving complaints and conflicts whilst creating a win-win outcome.
