Remote Demand & Capacity Specialist

WHO YOU ARE
We are looking for a Remote Demand & Capacity Specialist at the Group level, for the Market Support function – you’ll be reporting to the Remote Demand & Capacity Leader at the Group level.
An ideal candidate: As an ideal candidate, you have a strong knowledge of workforce management, covering demand projection, capacity, scheduling, and intraday in relation to complex sourcing models. Furthermore, you have strong knowledge of forecasting models, sourcing models, routing strategies, skill matrices, and capacity management, models. You possess broad knowledge of demand drivers connected to sales and customer care in multinational environments as well as broad knowledge of the contact center industry, in particular, globally steered workforce management organizations. Additionally, you have a strong knowledge of stakeholder management and good knowledge of the configuration of workforce management software. Lastly, you have a good knowledge of IKEA's corporate identity, core values, and vision of creating a better everyday life for the many people and 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. The possibilities of data and the value it can generate for co-workers and business is something you are passionate about and enjoy working in a team where openness and sharing culture are promoted. Finally, you are inspired by working agile and being open to change.
Capabilities:
You have strong analytical skills and the ability to use those to challenge ways of working. Further, you have the ability to build trustful and strong relationships with country colleagues in a wide range of markets combined with a service-minded approach and the ability to complete tasks, accomplish goals and achieve results. Moreover, you possess good organizational skills with the ability to understand the importance of consistency and routines. Lastly, you are able to balance independent work and own initiatives with openness and transparency in sharing culture and you have the ability to express ideas and opinions effectively in verbal and written communication.
Experiences and skills:
You have formal qualifications in Economics, Business Administration or equivalent, minimum 3 years of experience as a Forecasting expert, Capacity manager, Workforce management manager, Partner manager or similar, and minimum 3 years of experience working within large scale omnichannel Customer Service, including front and back office operations, as well as inhouse and outsourced multi-sites. Lastly, you are fluent in English, verbal and written.
YOUR RESPONSIBILITIES
We expect you to deliver and continuously review excellent customer service capacity plans (inhouse and outsourced) for a set of countries, from a demand as well as a supply perspective, in order to secure a consistent service delivery and great customer and co-worker experience.
Your responsibilities are in particular:
• Forecasting workload demand, as well as supply, by type of activity related to different time horizons and countries, to allow for data-driven resourcing decisions.
• Developing suggestions and actively support selected Country Scheduling & Intraday Managers, to improve quality and efficiency of forecasting, scheduling, and intraday management.
• Securing data availability and validating quality as continuous input for the forecast process, and signal and resolve irregularities to the responsible suppliers/owners to ensure accurate forecasting.
• Conducting advanced data exploration and analysis using modern data mining techniques (including machine learning) and visualization tools, to build capacity plans based on forecast
• Coordinating and facilitating a structured decision-making process around forecast versions by collaborating with relevant stakeholders, ensuring an optimal outcome.
• Conducting impact assessment of specific workload drivers, e.g. campaigns, product launches, and Post Implementation Review, advising on resourcing decisions and providing input to budgets.
• Ensuring close collaboration and integration with the outsource Remote Partner Manager, to secure business continuity.
• Identifying opportunities for process improvement within Scheduling & Intraday, in cooperation with countries, to strengthen local performance.
• Ensuring capacity plans are shared and communicated in a clear way across RCMP, both group and country, to secure dimension perspectives are considered in decision-making processes for key activities e.g. recruitment, training, vacation schedules, etc.
TOGETHER AS A TEAM
Our vision is to create a better everyday life for 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). The RCMP is the new home for our Customer Support Centre!