Contact Center Resolutions Supervisor, IKEA

IKEA

Location:
United States, Baltimore

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself. 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.

Job Responsibility:

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

Requirements:

Minimum 3 years of experience in a customer facing role within Call Center
Minimum 1 year of experience in leading and/or influencing co-workers
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

What we offer:

Generous paid time off, holiday and sick time
WiselyPay – 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:
July 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Contact Center Resolutions Supervisor