Remote Resolution Leader

As a person, you are passionate about understanding the behaviors of people and motivated by developing and supporting others to reach set goals.
Also, you are motivated by exceeding customer expectations and growing satisfaction with outstanding service and support. You have the ability to build trustful relationships to coach and influence colleagues in an inspirational way.
We believe your backpack consists of:
- strong knowledge of resolutions services in a remote environment, including reactive and proactive
- strong knowledge of the aftersales area and its contribution to business growth
- strong knowledge of the drivers of customer satisfaction, with a special focus on omnichannel environments
- general knowledge of the contact center industry and in particular the customer care function within globally steered organizations
- formal qualifications in After Sales, Customer Service, or equivalent
- minimum 5 years of experience as a leader
- minimum 5 years of experience in resolutions / after-sales functions with proven results
- minimum 3 years of experience working with relevant range and services
Your backpack is on our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
Your responsibilities
As a Global Resolutions Leader, you will be responsible for:
- leading an assigned area within Resolutions in order to secure excellent performance and continuous improvement
- planning and executing performance reviews, audits, and improvement initiatives within the assigned area in order to identify improvement potential
- leading and facilitating meetings with country Resolutions managers and specialists in order to ensure standards within assigned areas are upheld and improved
- capturing and acting on input and feedback from countries on improvement areas by continuously developing improvement ideas in order to create sustained positive change - within the assigned area
- identifying and validating information and learning needs within the assigned area in order to maintain the excellent content quality that enables high competence
- defining, prioritizing, and validating needs related to continuous, incremental service and process improvement initiatives, cooperating with Performance Leader and Experience Design, in order to optimize the business outcomes
- ensuring collaboration and integration with other relevant group organizations and functions, e.g. Customer Fulfilment and Customer, through formalized cadence in order to secure alignment and common priorities
- ensuring collaboration with the Analytics team in order to identify root causes with the goal to reduce customer pain points
- assessing and prioritizing technology needs for the assigned area by developing a periodic report in order to enable future key activities
Does this sound like your next challenge? IKEA offers an exciting and empowering work environment in a global workplace. And as the world’s leader in life at home, you have exceptional opportunities to grow and develop together with us.