Remote Team Leader

Descrizione completa della posizione

What you’ll need to have •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 •Passion for leading others and energized by developing and challenging people to reach set individual goals •Good knowledge of change management and understanding of key factors for a successful change initiative •Broad knowledge of the Contact Center and Sales related business and the omnichannel customer meeting•Motivated by working in a dynamic and result driven retail environment •Good knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people •Basic knowledge about Ingka processes, tools, IKEA product range and services •Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels What you’ll be doing day to day ·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·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·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·Create, monitor and follow up team action plans in order to reach set goals·Identify improvement needs in the work environment thus contributing to create a great place to work·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 ·Validate that hiring, onboarding and training of co-workers is performed according to standards in order to secure competence of co-workers The Remote Customer Meeting Point, an integrated part of the new IKEA Omnichannel retailing system, drives and enables sustainable, extraordinary growth in a new era of remote meeting the customer (Sales & Resolutions).The purpose of Remote Customer Meeting Point Team Leader is to optimise and ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. This shall happen by working in partnership with all business functions to contribute to commercial growth.Actively ensure co-workers have knowledge and tools to provide fast and easy customer support. Monitor that all sales and customer support processes are followed. Ensure a positive work environment by building team spirit and seeing the potential in every colleague.