The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, Thailand and Philippines – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
About the job
We want to fill this position with a business-minded and customer-focused enthusiast who can support us in securing the IKEA brand and our overall vision of “creating a better everyday life for the many people”.
You report to the Customer Contact Centre Manager for the region, and will be responsible for the daily running and management of the Business Intelligence area through effective use of resources to support the Customer Contact Centres under the IKANO group
You analyse operational and workforce data for trends, develop insights and produce reports and co-worker schedules focusing on performance and resource metrics with the aim of achieving our KPIs.
You also are able to develop a story from the data that gives insight into our customer accessibility and subsequent call centre availability, contact behaviour, identify interaction patterns through our various customer channels, as well as develop a forward thinking approach, which will help the business attain its long-term goals.
You have at least 5 years of experience in a leadership role, preferably in a customer support or call centre support role dealing with data analytics and workforce scheduling, in a fast-paced service/retail industry.
You have a high-level and conceptual understanding of IT infrastructure, landscaping and call centre systems.
You share our belief that customer loyalty is a key to business success, and are passionate about home furnishings and customer service.
You enjoy interacting with people, communicate well, and have the ability to drive & inspire change, and work both at strategic and tactical levels.
Problem-solving, negotiation, and building trustful relationships come naturally to you.
You know your business processes and how the users and customers perceive their situation, have a high ability to prioritise and make business and customers’ needs known.
You are also analytical, self-motivated, proactive and assertive
As a manager, we expect you to uphold our company values, and lead by example. You energise co-workers with an open mind and respect, you see that every person have something to contribute. You do things in a simple and effective way.