Call Center Area Manager

Job Opportunity at IKEA

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.

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.

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.

At IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more! JOB TYPE: Permanent, Salaried, Full-time BENEFITS ELIGIBLE: Yes Hybrid workplace: 3 days in office(Baltimore) and other days remote (Subject to Change) (Open Availability Required) Salary Range: $79,873-114,617.50 Generous paid time off, holiday and sick time WiselyPay – get earned wages up to two days early Paid parental leave (up to 16 weeks) KinderCare tuition discount Retirement and bonus plans Co-worker discount, meal deal, and referral bonus Pet insurance program Education assistance and learning programs Safety shoe reimbursement 24/7 telehealth visits Dental and vision plans Medical and Rx plans (must work min. 20 hrs/wk) A fun and inclusive work environment Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role