Contact Center Operations Manager for Customer Support Center IKEA in Kyiv

About you

You have the experience of working in a customer-focused service industry and experience in managing a large team. You are passionate about getting the best for customers, for their support and satisfaction and you have had experience in actively solving customers' issues - on strategic and/or operational levels. You believe that sharing ideas is best for discovering new ways of doing things, and you have the ability to make things happen with flexibility, speed and simplicity.

About the job

As the CSC Operations Manager you have the responsibility to build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment. You need to understand customer motivation and expectations, and play an active role in turning them into commercial opportunities. You need to support customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts.

About the assignment

You are a part of the Customer Support team and you will:

• Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals
• Ensure that required service agreements are in place to secure operations and performance according to business needs
• Ensure a customer-focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience
• Ensure the development of business competence by supporting managers in setting and working on relevant goals and agreed development plans
• Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles

Your profile

• Deep knowledge of contact center business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment and experience in contact center.
• Deep knowledge of contact center KPIs and ability to make decisions based on results Knowledge about market research and customer insight.
  
• Diverse leadership knowledge in various situations.
• Deep knowledge of change and stakeholder management.
• Ability to combine working on a strategic and on a tactical level.
• Skilled in leading business through people by demonstrating high leadership capabilities.
• Ability to work and perform under high pressure, with flexibility and simplicity and with the courage to make a clear standpoint.
• Good communication and negotiation skills, as well as the ability to build trust and to influence.
• Experienced in creating and implementing long-term strategic plans, action plans, meeting agreed budgets, providing clear directions and following up goals.
• Proven record of a successful senior management position in a people-centric organization, and ability to lead in a changing environment.
• Excellent in written and spoken English, and local language/s.

The IKEA Group is a leading home furnishing retailer. We are a values driven company with a passion for life at home. Our vision is to create a better everyday life for the many people. We have 355 IKEA stores in 29 countries. Join us and discover exceptional opportunities to grow and develop together with us.

Join IKEA now and apply for the position online by 31st of August in English.