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Remote Team Leader - Sales

https://www.ikea.com Logo

IKEA

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Location:
India , Hyderabad

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

You will be in responsible in driving 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. This happens through inspirational and empowering IKEA leadership with focus on enabling the Generalists’ ability to perform their remote customer-facing tasks as well as enabling Specialists to support Generalists in the best possible way.

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 to identify performance improvement areas in processes and behaviours
  • 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 maximising 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 contact centre
  • Minimum 1 year of experience in leading and/or influencing co-workers
  • Fluent in English (where applicable) and local language is required
  • Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
  • Strong knowledge of the omnichannel customer meeting (within Sales or Resolutions)
  • Strong knowledge of how to motivate and empower both generalists and specialists individually as well as to create togetherness within teams
  • Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
  • Good knowledge of change management and understanding of key factors for a successful change initiative
  • Broad knowledge of the Remote Customer Meeting Point business and the business goals
  • General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these.
  • Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
  • Basic knowledge about Ingka processes, IKEA product range and services
  • Good knowledge about relevant Ingka systems and tools
  • Abilities to solve problems and handle conflicts, always with IKEA values at heart
  • Abilities to empower others to achieve set goals, using individualised techniques that trigger motivation and development
  • Abilities to analyse risks and consequences of a change initiative and assess and improve quality
  • Formal qualification in Sales, Customer Service or equivalent

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
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