Call Center Resolutions Supervisor

Drive an exceptional customer experience by building and leading high-performance teams within an assigned area that engage with customers in all remote channels, thus securing long-term growth. Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand. Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors. Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting. Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals. Identify improvement needs in the work environment thus contributing to create a great place to work. Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes. Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers.