Staff Planner (Workforce Analyst), IKEA Retail DOMOLINIA, Warszawa Okęcie
You see things a little differently. So do we. Leadership at IKEA is simple, clear and humble. We’re not fans of bureaucracy and complicated hierarchy. We invest in your passions and encourage you to grow with them. Come see things a little differently with us.
About you
You possess:
- previous contact center workforce management experience – with an understanding of call routing concepts and contact center key performance indicators,
- working Knowledge of Call Center computer systems and software applications such as ACD Technologies (Avaya, Genesis, IC Business Manager) and Workforce Managment tools,
- advanced proficiency in Excel,
- strong analytical skills and high level of numeracy,
- team player with effective communication skills, including a diplomatic approach to sharing concerns with line employees and leaders.
About the job
As a Workforce Specialist you will be responsible for developing and leading various scheduling, headcount projections and staffing efforts within IKEA Customer Support Center. The range of duties includes forecasting, scheduling, reporting, and analytics including real-time management of the Customer Support Center operations.
About the assignment
- proactively monitor and manage real time queue performance and schedule, adherence to meet agreed KPIs and service level objectives,
- generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level objectives,
- develop, design, and generate Customer Support Center reports for end users taking highly complex information and producing user-friendly reports.
We want
- that you would stay with us for a longer time - we provide a contract of employment,
- that you would develop and build your skill with us – together we will create a development path that will suit your needs,
- to ensure the safety of you and your family - we provide medical care, Pension Plan and Accident Insurance,
- to appreciate your achievements,
- to give you the opportunity to choose additional benefits ex. cafeteria programme (including eg. Multisport card).