Call Center Area Manager, IKEA

IKEA

Location:
United States, Baltimore

Category:
Call Center

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, enabling performance steering and people support, thus creating best experience for remote customers and co-workers.

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
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:

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
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

What we offer:

Generous paid time off, holiday and sick time
Wisely Pay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits
Dental and vision plans
Medical and Rx plans (must work min. 20 hrs/wk)
A fun and inclusive work environment

Additional Information:

Job Posted:
June 05, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Call Center Area Manager