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Workforce Planning Manager (Contact Centre)

Tempe, New South Wales - Utforska området Ledarskap och ledning Heltid


Who you are

You are passionate about contributing to a great customer experience and are driven to optimise and deliver operational excellence. You have previous scheduling and capacity planning experience in a fast-paced environment across all digital channels to meet customer demands. You can build relationships, understand, identify and provide strategies to cater to needs and demand. You have sound knowledge of workforce management with focus on the retail business and contact centre industry. With your analytical and strategic skillset, you have the ability to drive complex processes within the business and ensure demand, capacity, scheduling, intraday and analysis are secured. Alongside your strong written and verbal communication, you adopt a high level of data and computer proficiency.

Your responsibilities

As Planning Scheduling & Intraday Manager you will sit in the unit steering team. You are responsible for driving the planning, scheduling & intraday area for the Customer Support Centre (CSC) through optimising co-worker availability to meet the workload efficiently and effectively. Your key responsibilities will include, but are not limited to;
• Accountable for executing and adapting the global people planning strategy in order to optimise co-worker availability while balancing local business and co-worker needs and maximise business goals.
• Accountable for achieving Country goals, by adapting and executing global best practices and follow Ingka People Planning concept, in order to deliver always on support.
• Collaborate with Sales and Resolutions teams in order to secure adequate scheduling and intraday initiatives that balances business and customer needs.
• Define root causes for poor performance connected to people planning and convert these into mitigating actions.
• Participate and provide input to Country CSC Management team, with a continuous focus on driving the people planning agenda across all areas of the CSC.
• Contribute input to the CSC Country goal-setting process, in order to secure people planning perspectives are taken into account.
• Lead, coach and develop a team of specialists, promoting individual growth and securing a high performing team of passionate experts.
• Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences.
• Orchestrate and ensure a flexible workplace including Working from Home, Working from Site and Working from Store to enable adaptation to meet demand based on commercial events, seasonality, high peak management and reactive crisis peaks in cooperation with Sales and Resolutions teams.
• Work closely and in collaboration with the Contact Centre Manager with capacity planning for the CSC.

Together as a team

CSC is an integrated part of the IKEA Omnichannel retailing system. It drives and enables sustainable extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions). It empowers and drives outcomes to realise a simple, unique and seamless meeting whenever and wherever our customers want to meet with IKEA co-workers in a remote setting.

Additional Information

We offer many benefits at IKEA other than just having the opportunity to work for a global company! Along with a focus on your personal and career development goals and being a part of an inclusive culture driven by values, you will be entitled to great initiatives including competitive salaries, co-worker discount, subsidised meals in our co-worker restaurant, 4 weeks of annual leave annually, paid parental leave, bonus program, full training and inductions, free parking and our TACK! loyalty program. If you’re interested in working with us, apply now!

This role is permanent full time and based in Tempe, NSW.