Customer Support Centre Staff Planning Specialist
Ingka Services AB / Organisationsutvecklarjobb / Malmö
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hela Sverige WHY WE WILL LOVE YOU
We are looking for a person who enjoy working in a fast-paced environment and is motivated by coaching other people. We believe that you have good knowledge in the IKEA Brand, culture and values, which reflects in your own personal values. You are passionate about staff planning and with your strong communication skills you thrive to make results.
You have an organized yet a flexible way of working and the capability to prioritise your own workload. Technical trends and development within contact centre business is something that excites you. As it is a chance so speed up the work and be simplicity.
To be successful in this role you need an understanding of Contact Centre KPI 's and Metrics and of how they drive performance to improve both customer experience and employee engagement. Also, knowledge of how to write, manage and support processes. You need to be able to provide staff planning business support on a country and global level. Forecasting, scheduling and capacity planning is also something you have good knowledge in.
WHAT YOU'LL BE DOING DAY TO DAY
As a Customer Support Centre Staff Planning Specialist, you secure that the global system design is updated to match the set up in the Customer Support Centres. Supporting our Customer Support Centres to plan our co-workers recourses in order to meet our customers' when they need us. This includes administration tasks like changing or adding activity codes, teams, time codes. You work too improve and update the Customer Support Centre Staff Planning manual and secure it includes all relevant information. You are providing trainings for your colleges and is a contributor to the Customer Innovation Programme.
Amongst many different tasks you will:
• on-board new co-workers for Staff Planning at Customer Support Centres
• secure that the implementation of legal restrictions of the staff planning process is applicable to each local Customer Support Centre
• act as a contact for Staff Planning co-workers to provide knowledge and expertise
• contribute expertise in Customer Support Centres reviews in order to close any identified gaps and optimise potentials
• participate as the Staff Planning expert in Customer Support Centre Operational reviews
ABOUT THIS WORK AREA
Our mission is to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting. Providing our markets with economy of scale and exceptional quality in common solutions for all. We will organize for efficiency and effectiveness.
Publiceringsdatum2019-11-29Så ansöker duSista dag att ansöka är 2019-12-09
AdressIngka Services AB
Älmhultsgatan 2
21586 Malmö
Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "STAFF PLANNING SPECIALIST".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Ingka Services AB (org.nr 556608-1351)
Älmhultsgatan 2 (
visa karta)
215 86 MALMÖ
Ansökan E-post:
pernilla.cederlund@ikea.com Arbetsplats Ikea Retail Services AB
Jobbnummer 4979756
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