Staff Planning Specialist - Customer Support Centre

Most people see a day bed. You see people creating a better life at home.

Customer Support Centre People Planning Specialist SEE, Customer Support Centre, IKEA South East Europe

You see things a little differently. So do we. We offer positions that will challenge your skills and let you grow.
Come see things a little differently with us.

About you

As a person you are passionate about people and their well-being. You see people at the heart of our business and understand the impact of optimizing people planning process in Customer Support Centre. You have knowledge of Workforce management software and communication platform used in the Customer Support Centre. You are advanced in Microsoft Excel and have knowledge of country and local legal requirements in people planning. You understand how systems and processes interact with Workforce management tools. You have exceptional numerical reasoning, attention to detail and accuracy skills. You accomplish goals, complete tasks and achieve results. You know how to work independently, take own initiatives and responsibility. You express ideas and opinions effectively in verbal and written communication.

About the job

IKEA Customer Support Centre People Planning Specialist responsibility is to create an inspiring IKEA experience and make sure we have the well done forecasts, scheduling and workforce management that will help us to meet customer expectations in the best possible way. This person needs to continuously seek and co-ordinate business opportunities through optimized people planning that focuses on IKEA co-workers, customers and the IKEA business. For this role we believe you need to have minimum 1 year of experience in Contact Centre business, preferably in Workforce management (Staff planning).

About the assignment

On this position, you will:

• Localise global principles and guidelines and ensure they are implemented in the people planning process and they are reflected in utilisation of staffing systems and tools, optimized people planning practices, and co-workers schedules and timecards.
• Contribute to the complete staff planning process from forecasting to the execution of the schedules in order to respond to co-worker, customer and business needs.
• Monitor and follow up that national labor rules and internal requirements and guidelines are implemented in the staff planning process and that they are reflected in co-workers schedules.
• Co-operate with People and Culture department by advising on recruitment to secure stable staffing with the right competence and ensure an excellent onboarding of new co-workers.
• Responsible for the utilization of staffing systems and tools in the Customer Support Centre, and for ensuring they reflect optimized staff planning practices.
• Support Team Leaders frequently to ensure adaptation and improvement of the daily schedules that are within the forecasted hours and have updated co-worker availability and skill levels.
• Support in administrative tasks associated with staff schedule creation, management and follow up.
• Take own initiative for learning and develop competence. Understand that development is own responsibility.
• Reference: GScXhTuBzstAlMygxHQdmARTSrvwgmpMZas2RmoEFkfnfy4swRmmOT4q4TkuTSYy

IKEA South East Europe is an exciting and empowering region with great growth agenda in all countries – Croatia, Romania, Serbia, Slovenia and Ukraine. We operate in 3 countries and will open 2 new stores in less then 1 year and establish IKEA retail operations in new country. Join IKEA SEE now and apply for the position online by 03.04.2019. in English.

Click hereto submit your application.