Remote Demand & Capacity Leader

WHO YOU ARE
We are looking for a Remote Demand & Capacity Leader at the Group level, for the Market Support function – you’ll be reporting Remote Demand & Capacity Manager at the Group level. This role entails leading a team and dealing with different stakeholders. Therefore, we are looking for someone who has a strong knowledge of stakeholder management within a complex business environment. Leadership is everyone’s responsibility at IKEA. Leadership behaviors differ depending on your position and your level of leadership – leading myself, leading others, leading leaders, and leading matrix partners. It entails building strong relationships, collaborate & co-create, creating customer value, leading with IKEA values, inspiring & clarifying, and unleashing entrepreneurs.


You as an ideal candidate:
As an ideal candidate you have expert knowledge of workforce management, covering demands projection, capacity, scheduling and intraday in relation to complex sourcing models as well as of forecasting models, sourcing models, routing strategy, skill matrix and capacity management models. Moreover, you have strong knowledge of demand drivers connected to sales and customer care in multinational environments and of the contact center industry, in particular globally steered workforce management organizations. Furthermore, you have broad knowledge of configuration of workforce management software and you possess broad knowledge of configuration of workforce management software. Lastly, you have a good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people as well as a good understanding of IKEA business and RCMP as an integrated part of the business.


Motivation
You are motivated by sharing and living the IKEA culture and values and energized by optimizing processes and staying at the frontier of modern tools and practices. Possibilities of data and the value it can generate for co-workers and business is something you’re passionate about.


Leading others and being energized by developing and challenging people to reach set individual goals is motivates you, as does co-creation and finding new ways.


Capabilities:
You have strong analytical and strategic skills combined with a holistic view and the ability to effectively drive, coordinate and execute complex initiatives with ambiguous business needs and large amounts of data. You possess strong independent leadership skills combined with the ability to direct efforts to set and achieve long-term business objectives through direct leadership. Additionally, you have an innovative mindset and the willingness to find new ways of working. Lastly, you communicate in an inspirational way with an IKEA tone of voice and you build trustful relationships as well as you possess good organizational skills with the ability to understand the importance of consistency and routines.


Experiences and skills:
You have formal qualifications in Business Administration, Financials, Logistics (preferably Master’s degree) or equivalent. Moreover, you have a minimum of 3-5 years of experience as a Capacity Manager, Workforce Manager, Forecasting expert, partner manager, or similar as well as a minimum of 5 years of experience working within customer service operations (contact centers). Furthermore, you have experience working in a landscape with outsourcing partners and it is beneficial when you have a minimum of 2 years of experience working with Verint and Genesys Decisions. Lastly, you are fluent in English, verbal and written.
YOUR RESPONSIBILITIES
• We expect you to lead the Remote Customer Meeting Point (RCMP) Demand & Capacity (D&C) team at the Group level, securing excellent capacity plans that enable the RCMP countries and external vendors to handle their workload with great efficiency and effectiveness in order to make decision on recruitment, training etc. We also expect you to ensure and contribute to the Specialists’ assignments and tasks.
• Ensuring and continuously reviewing excellent customer service capacity plans (inhouse and outsourced) for a set of countries, from an end-to-end workforce management perspective, to secure a balanced customer and co-worker experience, and to reach business goals.
• Initiating and leading in best practice advanced data analytics, by sharing best practices across the D&C team to increase capabilities of the team.
• Contributing with input to the RCMP goal-setting process by defining forecast and budget models, to secure adequate dimensioning.
• Securing continuous improvement by assessing all workforce management areas and review the metrics in place for measuring the quality and success of each step in the cycle to improve the overall process effectiveness.
• Securing that quality improvements and its opportunities are fed back into the local Scheduling & Intraday (S&I) teams.
• Creating and maintaining a strong Demand & Capacity/Scheduling & Intraday (S&I) network and continuously providing them with relevant insights, to actively drive change.
• Establishing and ensuring close collaboration with the Remote Partner Manager and the external vendors as needed, to secure aligned priorities and common ways of working, making sure getting commitment on resource capacity.
• Driving and seeking mutual optimization and forecast opportunities as well as share learnings by collaborating with other D&C Leader, to create an aligned approach within D&C function.
• Supporting the Demand & Capacity Specialists to create a close collaboration with Country Scheduling & Intraday Managers, to improve quality and efficiency of forecasting, scheduling & intraday management.
• Leading by example and actively encouraging colleagues in cross-functional teams, to prioritize and be part of transforming Ingka and the wider organization into a more data driven company.
TOGETHER AS A TEAM
Our vision is to create a better everyday life for the many people. The values are the foundation of our work. By living them, we form the unique IKEA culture where team spirit and togetherness are key.
The Remote Customer Meeting Point is an integrated part of the new IKEA omnichannel retailing system is the Remote Customer Meeting Point (RCMP) at the Group level. It drives and enables sustainable, extraordinary growth in a new era of meeting the customer remotely (Sales & Resolutions). This RCMP is the new home for our Customer Support Centre!