Ikea Job Opportunities – Customer Relations Team Leader

Job Description:

• Must have an open schedule and the ability to work shifts:  Open Availability 8-10pm Nights and Weekends required

Job Responsibilities:

• Monitor productivity of coworkers and generate reports.
• Manages employee resources to ensure effective and efficient customer service is provided to the customers at all times.
• Devise ways to optimize procedures and keep staff efficient and motivated.
• Provide communication and follow up to ensure representatives are fully informed of all new information related to work processes and company related issues.
• Answer questions and recommend corrective services to address customer complaints.
• Measure performance with key metrics such as call abandonment, calls waiting, etc.
• Supervises the call center team(s) to ensure that customer service support standards and company goals are achieved.
• Evaluates coworker performance, reviews and approves time sheets and time off requests, upholds company policy and conduct corrective actions.
• Ensure adherence to policies for attendance, established procedures, etc.
• Trains, coaches, and motivates each employee towards growth and development to meet the company standards and requirements.
• Monitor and review service calls to observe the customer service experience, coworker statistics, and compliance.
• Determine work procedures, prepare work schedules and expedite workflow.
• Anticipate escalations and take over calls when needed.
• Monitor individual, team, and call center results to identify and act on both strengths and opportunity areas of their performance trends to ensure attainment of revenue goals and performance targets.
• Performs all other duties and responsibilities as required or requested in a timely and effective manner in accordance with established company policies to achieve overall objectives of this position.
• Provides updates regarding escalations and resolutions to the Customer Service Manager.
• Assist in the formulation of targets for individuals and teams.

Qualification & Experience:

• Strong people leadership experience and a strong passion to motivate, coach and develop coworkers and teams.
• Knowledgeable and experienced in call center procedures and metrics analysis
• Strong customer service background
• Strong problem resolution and conflict resolution skills
• Excellent interpersonal skills and ability to adjust and interact with all levels of personnel and customers
• Professional written and oral communication skills
• Strong attention to detail with ability to set priorities, meet deadlines, goal-oriented, organized and take pride in their work
• Effective time management skills and ability to multi-task and adapt to changing environment
• Proficient in Microsoft Excel, Outlook, and Word

Job Details:

Company: Ikea

Vacancy Type:  Full Time

Job Location: Baltimore, MD, US

Application Deadline: N/A

Apply Here

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