Vacature omschrijving
Who you are
- Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people.- Broad knowledge of workforce management with focus on retail businesses, covering demand, capacity, scheduling and intraday.
- Broad knowledge of demand drivers connected to sales and customer care in multinational environments.
- Strong knowledge of the intraday area within the contact center industry and its integration with scheduling.
- Strong knowledge of the Genesys platform and Verint.
- Strong understanding of the mechanics within RCMP operations.
- Good understanding of the complexity of IKEA business and the role of remote experience design and RCMP as an integrated part of the business.
- High level of data/computer proficiency.
Your responsibilities
- Continuously ensure targets are prioritized correctly in order to maximize customer experience and meet goals.- Continuously evaluate forecast against actual demand and trends in order to determine if a re-forecast and further actions are required.
- Constantly ensure that demand and supply match and take measures in order to secure consistent performance.
- Monitor queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time.
- Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services.
- Coordinate short-term measures on the supply side, e.g. Rescheduling training, to balance co-worker and customer experience while operating against the right cost.
- Develop and maintain close collaboration with managers and team leaders in order to understand needs for trainings, team meetings etc, thus securing both schedule adherence and a balanced day-to-day co-worker experience.
- Create commentary on reporting to Planning, Scheduling & Intraday Manager and Scheduling Specialists about performance for the day and mitigating actions, in order to provide an outlook for the next few days.
- Ensure close collaboration with the Scheduling Specialist in order to secure continuous scheduling operations.
- Provide insights and share feedback with Scheduling Specialists and the rest of the operations to ensure the right future scheduling actions are taken.
- Share and communicate learnings and feedback to all relevant stakeholders in order to drive continuous improvement across the RCMP.