Call Center Workforce Planning Specialist
Baltimore, MD, United States
Why we will love you 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. What you'll be doing day to day You will be monitoring daily operations in relation to forecasts and respond to deviations in call volume within the country Call Center, maximizing the efficiency and effectiveness of business outcomes.
• Ensure objectives are prioritized correctly to maximize customer experience and meet call center goals
• Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast of resources is necessary and if further actions are required to support call volume
• Constantly ensure that call demand and supply match and take measures to secure consistent performance for customer support
• Monitor call 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
• Ensure the best customer experience across Sales and Resolutions teams by giving feedback to Call Center Leaders, coordinating short-term measures to support increasing call volume, determine needs for training, and providing analytical data to the teams. Our team within IKEA We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA. QUALIFICATIONS • Minimum 2 years of experience in an Intraday, Planner, Team lead or Reporting analyst role
• Minimum 2 years of experience working within a call center or customer service role
• Broad knowledge of workforce management in a Call Center with focus on retail businesses, covering demand, capacity, scheduling and intraday
• Experience in the Genesys platform and Verint
• Strong analytical skills with the ability to challenge the norm and support process updates Apply now! "The hourly pay range for this role is $23.15 - $33.01
Whether you're part time or full time, we offer competitive benefits and perks, such as medical and Rx*, dental, vison, 401k, meal deal, store discount, autism coverage, parental leave, pet insurance, education assistance and more.
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