Planning, Scheduling

**Job ID**: 252577

**Date posted**: 23/08/2024

**Our team within IKEA**

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

We are guided by our cultures & values, creating a great place to work.
We stand for equality, diversity and inclusion.
We care about people & planet and promote health & wellbeing.
We nurture your development and provide career opportunities to unlock your potential.

**What you need to know**

Working at IKEA has its benefits and rewards:

- 5 weeks’ Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
- 24/7 access to our Employee Assistance Program for health and wellbeing support
- 15% Co-worker discount
- Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
- Co-worker uniform provided
- Free Co-worker parking
- Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
- Bonus programme (where eligible)
- Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional information:

- This role is Permanent, Full-time, 76hrs/fortnight based in the Remote Customer Meeting Point in Tempe, NSW.
- The internal job title for this role is Planning, Scheduling and Intraday Manager.
- The Hiring Manager for this role is Sharon McVicker - Contact Center Manager.
- Applications close Friday 20 September 2024.
- Mobility support: Domestic relocation only.
- Hybrid working arrangements are available.
- If you are successful for this role, you will be required to obtain a National Police Check.

**About this work area**

As Planning, Scheduling & Intraday Manager you will sit in the unit management team. You are responsible for driving the planning, scheduling & intraday area for the Remote Customer Meeting Point through optimising co-worker availability to meet the workload efficiently and effectively. Your key responsibilities will include, but are not limited to;
- Accountable for executing and adapting the global people planning strategy in order to optimise co-worker availability while balancing local business and co-worker needs and maximise business goals.
- Accountable for achieving Country goals, by adapting and executing global best practices and follow Ingka People Planning concept, in order to deliver always on support.
- Collaborate with Sales and Resolutions teams in order to secure adequate scheduling and intraday initiatives that balances business and customer needs.
- Define root causes for poor performance connected to people planning and convert these into mitigating actions.
- Participate and provide input to unit management team, with a continuous focus on driving the people planning agenda across all areas of the RCMP.
- Contribute input to the RCMP Country goal-setting process, in order to secure people planning perspectives are taken into account.
- Lead, coach and develop a team of specialists, promoting individual growth and securing a high performing team of passionate experts.
- Decide on priorities and resource allocation within the team in order to ensure sufficient resources and excellent competences.
- Orchestrate and ensure a flexible workplace including Working from Home, Working from Site and Working from unit to enable adaptation to meet demand based on commercial events, seasonality, high peak management and reactive crisis peaks in cooperation with Sales and Resolutions teams.
- Work closely and in collaboration with the Contact Centre Manager with capacity planning for the RCMP across all hubs.

You are passionate about contributing to a great customer experience and are driven to optimise and deliver operational excellence. You have previous scheduling and capacity planning experience in a fast-paced contact center environment across all digital channels to meet customer demands and can engage and motivate your team of remote co-workers across all RCMP hubs. You can build relationships, understand, identify and provide strategies to cater to needs and demand. You have sound knowledge of workforce management with focus on the retail business and contact centre industry. With your analytical and strategic skillset, you have the ability to drive complex processes within the business and ensure demand, capacity, scheduling, intraday and analysis are secured. Alongside your strong written and verbal communication, you adopt a high level of data and computer proficiency.

**We need people like you**

At IKEA, work is so much more than a job. Come join us