At IKEA everything is about our customer, and, in the Remote Customer Meeting Point, we establish and maintain long lasting relationships with new and existing customers on an omnichannel retail environment. We're a diverse team that works together to ensure a positive and pleasant experience to all visitors and IKEA customer: we build services, collect feedback and do what's right! Our modus operandi goes through establishing a connection with people, paying attention to their personal needs and building authentic interactions. We're a group of people with genuine passion for people!
What you need to know
Working at IKEA has its benefits and rewards: • Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more • 24/7 access to our Employee Assistance Program for health and wellbeing support • 15% Co-worker discount • Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant • Co-worker uniform provided • Free Co-worker parking • Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers). • Bonus programme (where eligible) • Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)
Additional information: • Position type: Permanent, full-time (76 hours per fortnight) • Work model: Hybrid – 2 days on-site, 3 days from home once competent in the role • The internal job title for this role is Intraday Specialist • Working hours: Availability required between 7:00am – 10:00pm on weekdays, with alternating weekend shifts • Work from home requirements: A stable and fast internet connection is essential
About this work area
As Real Time Analyst your responsibilities will include, but are not limited to: • Monitoring call centre performance in real-time using various workforce management tools and dashboards including analysing call volume, handle time, average speed of answer, and other key metrics. • Overseeing inbound queue times and abandon rates across all channels and skills to optimise co-worker efficiency and minimise customer wait times. • Proactively identifying and escalating real-time performance deviations to relevant team leaders and managers. • Collaborating closely with managers and team leaders to accommodate training sessions, team meetings, and other activities—ensuring schedule adherence and a balanced daily co-worker experience. • Providing insights and feedback to Scheduling Specialists and the wider operations team to support ongoing improvements in scheduling quality. • Analysing operational data to identify trends, areas for improvement, and recommending practical, actionable solutions. • Working with tools such as Dialog, Genesys, Kronos, and Verint to support real-time decision-making.
As Real Time Specialist you are or have: • Proven experience as Real-Time Analyst or a similar analytical role is preferred. • A minimum of 3 years’ experience in a fast-paced Contact Centre environment is essential. • Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels. • A strong eye for detail, with the ability to identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions. • Solid understanding of the intraday workforce planning (WFP) function and its connection to scheduling, with hands-on experience monitoring real-time productivity. • Proficiency in workforce management systems and reporting tools, with strong analytical skills and experience using data visualisation tools. • Proficiency in Microsoft Office, particularly Excel for data analysis and PowerPoint for reporting and presentations.
We need people like you
At IKEA, work is so much more than a job. Come join us!
