Market Learning and Delivery Specialist

• Responsible for delivery of learning content in the Market Area
• Coordinates with country Competence & Leadership Leader to ensure that global tools and learning offers are implemented
• Secures execution of country training calendar for both leadership and competence development, either acting as a facilitator or by securing available and competent facilitators
• Uses digital tools and systems that support an efficient and accurate learning delivery process and follow- up
• Networks with stakeholders (e.g. line managers and co-workers) in the Market Area to identify, understand and support delivery of their learning needs
• Follows up on the deliverables and outcome of the learning activities
• Actively secures that the learning environment and learning activities promote and stimulate the IKEA values and culture
• Works interdependently with the Country leadership and Competence team to secure local business needs are delivered through a relevant learning offer
• Create end to end training programs covering active listening, clear articulation, tone & voice modulation, positive language, empathy and emotional intelligence, patience/composure, persuasion, and structured problem-solving
• Track training effectiveness and publish weekly/monthly impact reports with recommendations
• Partner with stakeholders to conduct role plays, call calibrations, huddles, and floor coaching

• Passionate about people, business, IKEA’s purpose and continuously driving better performance
• Energized by increasing customer value, driving business growth and contributing to overall success and results through people
• Motivated by leading and developing people
• Ability to accomplish goals, completes tasks, and achieves results
• Develops virtual and other collaborative relationships to facilitate current and future objectives
• Takes action without needing direction from others – ability to work independently, take own initiatives and responsibility but also a team-player
• Expresses ideas and opinions effectively in verbal and written communication
• Facilitates in an inspiring and focused way
• Prior experience in BPO is preferred
• CSA trainer experience is mandatory

Prior experience in BPO

• Work environment free of discrimination and harassment
• Commitment to encouraging individualism