Intraday Workforce Planner

Job Description

Job ID: 272108 Date posted: 25/01/2025 Our team within IKEA At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world. We are guided by our cultures & values, creating a great place to work. We stand for equality, diversity, and inclusion. We care about people & planet and promote health & wellbeing. We nurture your development and provide career opportunities to unlock your potential. What you need to know Working at IKEA has its benefits and rewards: Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more 24/7 access to our Employee Assistance Program for health and wellbeing support 15% Co-worker discount Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant Co-worker uniform provided Free Co-worker parking Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers). Bonus programme (where eligible) Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible) Additional information This role is Permanent Full-time, 76hrs/fortnight. The internal job title for this role is Intraday Specialist. This role requires availability to work Monday to Sunday across unit operating hours (7:00am – 10:00pm). Hybrid working: 2 days on-site, 3 days from home once competent in the role. You require a stable and fast internet connection to work from home. As part of the recruitment process this role requires a pre-employment check for final candidates. About this work area As an Intraday Specialist your responsibilities will include, but are not limited to: Continuously ensure targets are prioritised correctly to maximise customer experience and meet goals. Continuously evaluate forecast against actual demand and trends to determine if a re-forecast and further actions are required. Constantly ensure that demand and supply match and take measures to secure consistent performance. Monitor queue times and abandon rates on all queues across channels and skills to optimise 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 to ensure best customer experience across Sales and Resolutions service. 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 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, to provide an outlook for the next few days. Provide insights and share feedback with Scheduling Specialists and the rest of the operations to enable qualitative continuous scheduling operations. Secure active participation in relevant parts of the Remote Partner meeting cadence (daily/weekly/monthly/tertial) to enable close collaboration with Remote Partners. Regularly orchestrate reviews of result, resources, schedule adherence and rolling forecast with remote partners to ensure clear view of partner capacity, and to enable a great place to work and great customer experience. Utilising tools such as Dialog, Genysis, Kronos and Verint. As an Intraday Specialist you are or you have: The experience working within a fast paced and agile contact centre environment. A naturally friendly and personable attitude, you can interact with co-workers, team leaders and managers alike, building effective working relationships. The ability to respond quickly to business needs, effectively optimising the allocation of resources. You show a willingness to take on additional tasks as required to support the operations in the Customer Support Centre. A keen eye for detail and can identify opportunities for improving efficiencies by ensuring non-adherent events are reduced by taking corrective actions. A self-motivated individual who can work with minimal supervision. Strong knowledge of the intraday area within the contact centre industry and its integration with scheduling, with experience of monitoring productivity in real time. Utilisation of workforce management software is preferred and proficiency in Microsoft Suite i.e. Excel & PowerPoint. #J-18808-Ljbffr