Call Center Area Manager, IKEA

IKEA

Location:
United States, Baltimore

Category:
Customer Service

Contract Type:
Employment contract

Salary:

77696.00 - 124314.00 USD / Year

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Job Description:

Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center; Apply strategy to achieve targets; Focus on leadership development and performance scaling

Job Responsibility:

Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center, enabling performance steering and people support, thus creating best experience for remote customers and co-workers
Ensure clear guidelines are communicated to the team in order to secure best practice
Ensure adequate operations for performance management in order to maintain satisfactory performance levels
Collate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders
Support and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targets
Anchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are met
Ensure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experience

Requirements:

Minimum 5 years of experience within customer service or sales
Minimum 3 years of experience in leading leaders and co-workers
Extensive knowledge of leadership principles to motivate and empower leaders individually as well as to create togetherness within teams
Good knowledge of the complexity of change management and understanding of key factors for a successful change initiative
General knowledge of the people planning process and the recruitment process, and understanding how to contribute to these
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Good understanding of the complexity of Call Center operations and Sales/Resolutions as an integrated part of the business
Passion for leading others and energized by developing and challenging leaders to reach set individual goals
Ability to transform strategy into plans and guidelines

Additional Information:

Job Posted:
July 26, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Call Center Area Manager