Remote Resolutions Team Leader
2 semanas atrás
WHO YOU ARE
We believe your backpack consists of:
1. Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams
2. Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of working)
3. Passion for leading others and energized by developing and challenging people to reach set individual goals
4. Good knowledge of change management and understanding of key factors for a successful change initiative
5. Broad knowledge of the Contact Center business and the omnichannel customer meeting (within Sales or Resolutions)
6. Energized by togetherness and reaching common goals as a team
7. Motivated by working in a dynamic and result driven retail environment
8. General knowledge of the people planning process and the recruitment process as well as understanding how to contribute to these
9. High level of data/computer proficiency
10. Good spoken and written communication level both of English and Portuguese (B2 or higher)
11. Motivated by sharing and living the IKEA culture and values
12. Passion for home furnishing and people's life at home
13. Good knowledge of IKEA's corporate identity, core values and vision of creating a better everyday life for the many people
14. For internal: Basic knowledge about Ingka processes, tools, IKEA product range and services
15. For internal: Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Your backpack is 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.
The ideal candidate has:
1. Minimum 3 years of experience in a customer facing role within contact centre
2. Minimum 1 year of experience in leading and/or influencing co-workers
A DAY IN YOUR LIFE WITH US
In this role, you will:
1. Create an inspiring and motivating work environment and build a committed team with a strong customer focused culture based on pride in the work and high performance, thus securing a great remote customer experience and trust in the IKEA Brand
2. Evaluate adherence to defined ways of working for Generalists and Specialists within their skill area in order to identify performance improvement areas in processes and behaviors
3. Lead, coach and follow up individual development to empower team members through knowledge, trust and motivation, thus building business competence, securing succession and enhancing the quality of soft skills in the customer meeting
4. Create, monitor and follow up team action plans (when applicable with input from Specialists) in order to reach set goals
5. Identify improvement needs in the work environment thus contributing to create a great place to work
6. Contribute with operational and functional expertise to the Schedule/Intraday department to ensure an optimal number of co-workers are available to meet the customer at all times, thus maximizing business outcomes
7. Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers
TOGETHER AS A TEAM
Drive an exceptional customer experience by building and leading high-performance teams within an assigned area that engage with customers in all remote channels, thus securing long-term growth. This happens through inspirational and empowering IKEA leadership with focus on enabling the Generalists’ ability to perform their remote customer-facing tasks as well as enabling Specialists to support Generalists in the best possible way. At IKEA it’s all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We’re a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We’re a bunch of people who are truly passionate about people
#J-18808-Ljbffr
-
Remote Resolutions Team Leader
2 semanas atrás
Loures, Lisboa, Portugal IKEA Tempo inteiroWHO YOU AREWe believe your backpack consists of:1. Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams2. Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and...
-
Remote Resolutions Team Leader
3 semanas atrás
Loures, Portugal IKEA Tempo inteiro**Job ID**: 279781 **Date posted**: 21/02/2025 **Who you are** We believe your backpack consists of: - Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams - Deep understanding of the leadership styles needed to balance different needs among co-workers...
-
Team Leader
Há 4 dias
Loures, Portugal IKEA Tempo inteiroWho you are - Strong knowledge of how to motivate, evaluate, coach and empower both generalists and specialists individually as well as to create togetherness within teams - Experience in Sales - Deep understanding of the leadership styles needed to balance different needs among co-workers (e.g. high level of creativity, detailed knowledge and clear ways of...
-
Loures, Portugal IKEA Tempo inteiroWho you are - Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts - Passion for meeting customers, connecting with them and providing empathic solutions to their needs - Energized by providing great customer service and reaching individual as well as...
-
Real Time Analyst
Há 6 dias
Loures, Portugal IKEA Tempo inteiroWho you are - Broad knowledge of workforce management with focus on retail businesses, covering demand, capacity, scheduling and intraday - Strong knowledge of the intraday area within the contact center industry and its integration with scheduling - Strong knowledge of the Genesys platform and Verint - Strong understanding of the mechanics within RCMP...
-
Team Leader
Há 5 dias
Loures, Portugal Cofemel Tempo inteiroIntegrada no Grupo VNC, o maior grupo de retalho moda português, detentor de marcas como a Tiffosi e Tiffosi Kids, totalizando mais de 150 lojas a nível nacional e internacional, a Vilanova é uma marca desenvolvida e pensada para um consumidor jovem, dinâmico e atual. Com o propósito de darmos continuidade ao nosso crescimento, pretendemos reforçar a...
-
Team Leader Logística
Há 5 dias
loures, Portugal Phiture Tempo inteiroO teu dia-a-diaCoordeno os processos de carga e descarga da mercadoria de acordo com os procedimentos definidos e garantindo a verificação da qualidade das mercadorias rececionadas; Coordeno de forma eficiente e eficaz as entregas, facilitando a organização dos fluxos de mercadorias e realizando as funções de etiquetagem; Asseguro a boa utilização...
-
Team Leader Logística
1 semana atrás
Loures, Portugal LEROY MERLIN Portugal Tempo inteiro**O teu dia-a-dia**: - Coordeno os processos de carga e descarga da mercadoria de acordo com os procedimentos definidos e garantindo a verificação da qualidade das mercadorias rececionadas; - Coordeno de forma eficiente e eficaz as entregas, facilitando a organização dos fluxos de mercadorias e realizando as funções de etiquetagem; - Asseguro a boa...
-
Knowledge Specialist
2 semanas atrás
Loures, Portugal IKEA Tempo inteiroWho you are Strong knowledge of co-worker competence enablers in connection to service functions Strong knowledge of customer information needs in connection to omnichannel shopping experiences Strong knowledge of structuring and writing in a customer-facing way Strong stakeholder management skills Strong knowledge of IKEA Brand Identity and IKEA tone...
-
Integrated Media Leader
Há 4 dias
Loures, Portugal IKEA Tempo inteiroWho you are - Formal qualifications in Marketing or equivalent; - Minimum 3 years of experience in Marketing and delivering results; - Minimum 2 years of experience managing complex paid media budgets; - Experience from retail, preferably home furnishing sector; - Experience in planning, driving output and measuring performance (business). **A day in your...
-
Workforce Strategist
Há 3 dias
Loures, Lisboa, Portugal Inter IKEA Systems B.V. Tempo inteiroJob DescriptionYou will play a key role in making a positive impact at Inter IKEA Systems B.V. as a Workforce Strategist. This position involves executing and adapting the global people planning strategy to optimize co-worker availability, balancing local business and co-worker needs while maximizing business goals.Key ResponsibilitiesAccountable for...
-
Workforce, Planning
Há 4 dias
loures, Portugal Phiture Tempo inteiroWHO YOU ARE Strong knowledge of workforce management, with focus on retail businesses, covering demand, capacity, scheduling, intraday and analysis. Broad knowledge of understanding demand drivers in connection to sales and aftersales. Strong background and knowledge from the contact centre industry, focusing on operational forecasting, scheduling and real...
-
Linha de Apoio ao Cliente
Há 2 dias
Loures, Portugal IKEA Tempo inteiroWho you are We believe your backpack consists of: - Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts - Passion for meeting customers, connecting with them and providing empathic solutions to their needs - Energized by providing great customer...
-
Manufacturing Process Leader
Há 2 dias
Loures, Lisboa, Portugal Hovione Tempo inteiroRequired Skills and QualificationsTo succeed in this role, you will need:Bachelor's or Master's degree in Chemical Engineering, Process Engineering, or a related field.Experience in process design within the pharmaceutical industry.Strong knowledge of regulatory requirements (e.g., FDA, EMA).Fluent English level.Excellent problem-solving and analytical...
-
Workforce, Planning
Há 3 dias
Loures, Lisboa, Portugal Inter IKEA Systems B.V. Tempo inteiroYou care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join...
-
Workforce, Planning
Há 3 dias
loures, Portugal Inter IKEA Systems B.V. Tempo inteiroYou care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you. A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join...
-
Talent Sourcing
Há 4 dias
Loures, Portugal IKEA Tempo inteiroQUEM ÉS TU - You have previous experience within Employment Branding agenda and with EVP (Employee Value Proposition) strategies; - Equality, Diversity & Inclusion agenda is in your heart, it's present in your daily work and you work with a clear plan to move forward this topic; - You have proven record of developing people and organisations; - You have the...
-
Flexible Remote Work Opportunities
Há 5 horas
Loures, Lisboa, Portugal TN Portugal Tempo inteiroAt TN Portugal, we're looking for individuals who are passionate about working remotely and have a desire to start their own home-based business.About ClubShop RewardsWe're a dynamic and modern company serving consumers and businesses globally. Our history is built on honesty, transparency, and efficiency.Since 1997, we've been offering a serious and...
-
Loures, Lisboa, Portugal Phiture Tempo inteiroA Phiture busca um profissional experiente para assumir o cargo de Team Leader de Front Office na Área Metropolitana de Lisboa.As principais responsabilidades incluem:Liderar e gerenciar equipes;Desenvolver e implementar estratégias para melhorar a experiência do cliente;Mantener relações com fornecedores e parceiros;Garantir a eficiência operacional e...
-
Operational Excellence Specialist
4 semanas atrás
Loures, Portugal Hovione Tempo inteiroJoin a Market Leader: Hovione is an independent family owned international group of companies. From the beginning, we have set ourselves above and apart through our innovative technological and productive capabilities, reaching a top spot in the world market as an integrated Contract Development and Manufacturing Company dedicated to helping Pharmaceutical...