As our Contact Centre Manager, you will lead and inspire a high-performing team to deliver exceptional customer experiences across all remote channels. You will drive sales conversion, operational excellence, and customer loyalty by developing innovative solutions, optimising processes, and fostering a culture of inclusivity, growth, and collaboration. This role is pivotal in ensuring our customers enjoy seamless, personalised, and value-driven interactions with our brand - no matter where or how they connect with us.
Your responsibilities
• Lead and develop Customer Care, After Sales, and Resolutions to deliver a world-class omnichannel customer experience. • Drive remote sales growth by ensuring personalised, value-driven interactions that enhance customer satisfaction and loyalty. • Collaborate closely with external remote partners to monitor performance, share best practices, and implement improvements. • Oversee performance management and operational excellence, including planning, scheduling, and intraday management. • Streamline processes for efficiency and ensure optimal resource allocation. • Lead, coach, and develop the Remote Customer Meeting Points team, fostering a safe, inclusive, and motivating work environment. • Drive a high-impact senior leadership team of experts in strategic capacity building, promote long-term skills development, and embed strong succession planning across the organisation. • Ensure equality, diversity, and inclusion are embedded in all aspects of team culture and operations.
About this work area
You will have experience leading business in an omnichannel environment, delivering profitable growth and outstanding customer experiences, along with a proven track record in developing high-performing teams and building strong succession pipelines. You will have experience in strategic business planning and leading transformation initiatives, at least four years’ experience in leading and developing people and business through change, and a demonstrated understanding of Customer Centre support within an omnichannel ecosystem. As the Contact Centre Manager you will have or are; • Strong knowledge of remote contact handling and virtual assistant development. • A compelling communicator with exceptional stakeholder management skills, able to influence, engage, and inspire across all levels - locally and globally. • Deep understanding of customer needs across the omnichannel shopping journey. • Expertise in optimising customer experiences to drive growth and seamless interactions. • Strong commercial acumen with knowledge of financial cost and growth drivers. • Skilled in using data, AI, and insights to achieve organisational goals. • Exceptional ability to navigate complex, evolving business environments and lead change positively.
As the Contact Centre Manager you will lead the operations, manage high-performing teams, and ensure service excellence. This role involves analysing performance data to drive improvements, reporting on business activities, and collaborating with sales and service teams. You will also be responsible for developing and implementing policies and procedures.
IKEA believes in equal pay for work of equal value. Location: Location is Sydney, NSW. Contract: Permanent, Full-time, 76hrs/fortnight Relocation Support: Domestic & International Relocation Support
We need people like you!
At IKEA, work is so much more than a job. Come join us!
