Customer Resolution Manager: IKEA Customer Support Center Groningen
WHO YOU ARE
Do you think there is a solution for every customer when they need one? And want to combine this with being a strong leader? Don’t wait any longer and become our new Customer Resolution Manager!
In addition to sharing our values, having a passion for home furnishings and champing at the bit to further develop yourself as well as IKEA, you should also satisfy the following requirements:
Passion for home furnishing, life at home and customer support.
4+ years of work experience managing BPO operations as client and/or vendor.
Excellent communication and influencing skills; proven experience of influencing other teams/groups where their support is critical to success.
An amazing team player, understanding cultural barriers and bridging business gaps.
Solid Project Management experience and ability to oversee multiple projects at once.
Strong analytics and reporting background, with the ability to build scorecards/ dashboards independently.
An ability to identify upstream blockers, prioritize solutions and communicate effectively.
Ability to travel domestically.
In-depth expertise in contact center forecasting, scheduling and capacity planning.
Previous experience launching and implementing new outsourced operations.
Previous work experience developing and implementing process redesigns transitioning from current-state to future-state on a global delivery model.
Experience in negotiating complex contracts, preferably with global BPOs and proven track record in outsourcing benchmarking and market analyses.
Are used to working in a fast paced environment and dealing with shifting priorities.
Care deeply about inclusiveness and diversity.
WHAT YOU'LL BE DOING DAY TO DAY
We are looking for a passionate Customer Resolution Manager for our IKEA CSC Operations team, who can successfully and effectively manage the day-to-day operation and relationship with vendors. We are looking for someone who understands call center metrics (Key Performance Indicators) and has extensive work experience with CSAT/NPS as the primary performance metric driving results and improving frontline advocate performance, across voice and non-voice channels. You’ll be making sure that, as we scale up our supplier footprint, we are fully in control and giving our customers an amazing service. You’ll help shape the future footprint of outsourcing at IKEA and help us integrate the suppliers to be an extension of our amazing in-house team.
We need someone who feels comfortable working with raw data and conducting analysis, while articulating meaning conversations on business requirements with internal stakeholders to identify performance gaps and opportunities to ultimately define and implement action plans.
OUR TEAM WITHIN IKEA
Every country where IKEA is located has a Customer Support Center (CSC). For IKEA Netherlands the CSC is in Groningen. We are the point of contact for all customers who shop at IKEA Netherlands, in our webstore IKEA.nl and we are the point of contact for our assembly- and transport partners. Our service consists of answering questions, finding solutions, and offering support. We can be reached by phone, email, social media and chat.
We are a group enthusiastic and honest people who have a passion for home furnishing. We offer you a package of primary and secondary labor conditions and endless (international) development possibilities. There’s room for your own initiative and input.
OTHER IMPORTANT INFORMATION
Do you like what you just read and feel this is you? Then please send us your resume and a motivational letter, in which it is clear that you are the one for this job.
A personal test is part of the procedure.
We have the right to close the vacancy earlier than the mentioned closing date.