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Remote Team Leader-Resolutions

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IKEA

Oct 10, 2024

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1
    Remote

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
  • Ability to solve problems and handle conflicts, always with IKEA values at heart
  • Empower others to achieve set goals, using individualised techniques that trigger motivation and development
  • Analyse risks and consequences of a change initiative and assess and improve quality

Responsibilities

  • 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.
  • You will be responsible to
  • 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

FAQs

What qualifications are required for the Remote Team Leader-Resolutions position?

A formal qualification in Sales, Customer Service, or an equivalent field is required, along with a minimum of 3 years of experience in a customer-facing role within a contact center and at least 1 year of experience in leading or influencing co-workers.

Is fluency in multiple languages required for this role?

Fluency in English and the local language (where applicable) is required.

What knowledge is important for this role?

Candidates should possess knowledge of IKEA's corporate identity, core values, vision, omnichannel customer meeting, change management, and relevant Ingka systems and tools.

What are the primary responsibilities of the Remote Team Leader-Resolutions?

The primary responsibilities include driving customer experience, building and leading high-performance teams, evaluating adherence to defined ways of working, coaching team members, creating action plans, identifying improvement needs, and contributing to the hiring and training processes.

What is the work environment like at IKEA?

IKEA promotes an inspiring and motivating work environment that focuses on a strong customer-focused culture and high performance.

How does IKEA define its leadership style?

IKEA emphasizes inspirational and empowering leadership that balances different needs among co-workers, facilitating creativity, detailed knowledge, and clear processes.

What kind of team culture can I expect at IKEA?

The team culture at IKEA values diversity and collaboration, with a focus on building long-lasting relationships with customers and creating genuine interactions based on listening to personal needs.

Does IKEA offer equal employment opportunities?

Yes, IKEA is an equal opportunity employer committed to providing a diverse, inclusive work environment free of discrimination and harassment.

How does the Remote Team Leader-Resolutions contribute to the team’s success?

By driving exceptional customer experiences, leading and developing team members, creating a committed team culture, and ensuring optimal staffing levels, the Remote Team Leader contributes significantly to the team's success.

Are there opportunities for professional development within this role?

Yes, the position focuses on empowering team members through knowledge and trust, providing coaching, and facilitating individual development to enhance business competence and soft skills.

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IKEA

The IKEA vision is to create a better everyday life for the many people

Retail & Consumer Goods
Industry
10,001+
Employees
1943
Founded Year

Mission & Purpose

The IKEA vision is to create a better everyday life for the many people. Our business idea is to offer well-designed, functional and affordable, high-quality home furnishing, produced with care for people and the environment. The IKEA Brand unites more than 200.000 co-workers and hundreds of companies with different owners all over the world. It’s one brand, but it reaches millions of hearts and homes. Our value chain is unique. It includes everything from product development, design, supply, manufacture and sales – and of course it begins and ends with our customers. The IKEA retail business is operated through a franchise system. Today, 12 different groups of companies market and sell the IKEA product range under franchise agreements with Inter IKEA Systems B.V. Any jobs published on this page are offered by different companies operating under the IKEA Trademark. IKEA was founded in Sweden in 1943.

Culture & Values

  • Togetherness

    Togetherness is at the heart of the IKEA culture. We are strongest when we trust each other, pull in the same direction and have fun together.

  • Caring for people and planet

    We want to be a force for positive change. We have the possibility to make a significant and lasting impact — today and for the generations to come.

  • Cost-consciousness

    As many people as possible should be able to afford a beautiful and functional home. We constantly challenge ourselves and others to make more from less without compromising on quality.

  • Simplicity

    A simple, straightforward and down-to-earth way of being is part of our Smålandic heritage. It is about being ourselves and staying close to reality. We are informal, pragmatic and see bureaucracy as our biggest enemy.

  • Renew and improve

    We are constantly looking for new and better ways forward. Whatever we are doing today, we can do better tomorrow. Finding solutions to almost impossible challenges is part of our success and a source of inspiration to move on to the next challenge.

  • Different with a meaning

    We are not like other companies and we don’t want to be. We like to question existing solutions, think in unconventional ways, experiment and dare to make mistakes - always for a good reason.

  • Give and take responsibility

    We believe in empowering people. Giving and taking responsibility are ways to grow and develop as individuals. Trusting each other, being positive and forward-looking inspires everyone to contribute to development.

  • Lead by example

    We see leadership as an action, not a position. We look for people’s values before competence and experience. People who ‘walk the talk’ and lead by example. It is about being our best self and bringing out the best in each other.