IKEA Contact Center Manager Salary in the United States

WHAT YOU'LL NEED TO HAVE

Master's Degree

A minimum of 10 years experience leading a contact center as well as the following:

• Understanding of contact center business and a background gained from working in a customer-focused, fastpaced and multichannel retail environment.
• Experienced in creating and implementing long-term strategic plans, action plans, meeting agreed budgets, providing clear directions and following up goals.
• Proven experience of being a valuable contributor to customer satisfaction and business unit results.
• Self-confident and determined decision-maker with the ability to influence through the use of customer insights.
• Knowledge about how to manage and develop complex processes.
• Knowledge about other IKEA organizations and their working methods.
• Ability to lead in a changing environment.
• Strong organizational skills and the ability to prioritize.
• Proven record of a successful senior management position in a people-centric organization.
• Ability to communicate confidently and clearly in the local language(s) and English.
• Ability to inspire others

WHAT YOU'LL BE DOING DAY TO DAY

Develops and maintains the unit and ensures alignment with the IKEA vision, IKEA business idea, IKEA human resource idea, and the IKEA direction: Growing IKEA Together 2020. Oversees a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non face to face contacts.

• Actively contributes to the creation of the country business plan and is accountable for the Customer Support Center action plan.
• Builds relations within country and global management forums to secure that business decisions and actions are taken based on knowledge gained in the Customer Support Centre to eliminate root causes.
• Challenges the IKEA organization based on contact center experience to improve ways of working in order to identify and develop new business opportunities and commercial potential.
• Secures the service agreement including the service scope and work with management team to remove barriers.
• Approves overall investments in order to achieve operational excellence and agreed service levels in line with customer expectations and within set financial frames.
• Ensures that the unit works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
• Secures competent and high performing teams and leaders who inspire and empower every co-worker to recognize and understand their contribution.
• Identifies and develops the many talents within the unit to secure succession planning.

OUR TEAM WITHIN IKEA

The Retail Management Customer Experience job function builds and retains long-lasting relationships with new and existing customers in a multichannel retail environment in order to stimulate more and frequent visits.